The year of the customer

Richard Denny's Thought for the Day on January 2nd said "2013 is the year of the customer"

Is this a threat or an opportunity?  For some a threat that will manifest itself in eventual liquidation, others will just muddle on and experience a decline in turnover and profit, while some businesses will grow by taking market share from the former. These companies will be customer led

• Operating referral marketing
• Demonstrating thought leadership
• Fearful of satisfied customers

and the distinguishing factor in the companies taking market share will be in the little investment they have made in their people to upskill with the latest communication and operational techniques, demonstrating a real customer care culture. Organisations that you and I really want to do business with.