It’s a new world of communication for small businesses, with customers demanding time and attention on their own platforms and on their own terms. And according to Elise Balsillie, Australian Head of the Thryv business software company, any owner or manager who doesn’t do the work to quickly talk to their customers is being left behind. She says businesses today need to build channels so that communicating with customers becomes seamless, and that businesses need to embrace change if they want to build a sustainable business into the future.

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