A 'two-tier' SME economy is emerging in the UK as a result of disparities in the quality of customer service being delivered, a new study has revealed.
The 2010 Customer Kings Report by Cisco found that nearly three-quarters (73%) of small to medium-sized businesses questioned were focused on great customer service, adopting flexible business models, and utilising technology such as ecommerce and social media.
However, the remaining number of the sample were proving more reluctant to engage with customers, and are "sticking to a rigid, old economy business model".
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