UK SMEs have developed a new spirit fighting to navigate through their upcoming prospects in 2010, as well as the overall state of the economy. However, some may fall into the lower tier of the SME economy in terms of customer service according to research released from Cisco.
The 2010 Cisco Customer Kings report looked at how small firms deal with their customers and found that out of the 1,000 businesses surveyed, 61% reported that they are optimistic about the coming year with another 77% expecting the economy to take an upswing this year.
However, even though the UK SME landscape has developed a DIY attitude, many are in danger of becoming split between modernized firms and customer centric firms that will go up against those that are not willing or ready to be flexible to the needs of their customers.
Overall, 57% reported that they had begun to focus in on their customer service in order to make it through the recession, but a stunning 43% stated that they had not looked into better customer service which means that they may soon start to reap the repercussions.
The large gap between businesses that are not consumer centric and those that are becomes more dangerous due to the fact that now customers are willing to look for new suppliers compared to last year.
Five other attributes of successful SME businesses were also outlined in the report as being customer focus, e-commerce, business model, social media usage, and technology.