Business Week had a good article on this recently. They said that, in this environment, the most important thing to do is to give good customer service. They also concluded that it would be advisable to concentrate on those customers who have been the most reliable, i.e. repeat customers. The article suggested that having an extra tier of service for these customers might be advisable.
Source(s):
Business Week, March 2, "When Service Means Survival"

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