Why Companies Let Their Customers Down
A Slip between the Cup and the Lip
Think about it for a moment. Everywhere, there are tomes written on how businesses revolve around the customer, how customer-centric marketing is the key to success. Yet, rarely is this ever implemented. Disgruntled customers are far easier to find in most industries than satisfied or loyal ones. Why should this be?
The Stress of Short-term Profitability
Unfortunately, most of us live in a world where short-term profitability rules the roost. Either because cash-flow is critical or because investors want to see money every quarter, it is difficult to take a long-term view of business. And the truth is that while customer-centric business always pays off, it may need time. It needs to be a consistent way of doing things, not a one-off scheme or tactic.
Implementation Hurdles
Some companies of course are too busy looking at short term profits and couldn’t really care less about their customers. Some companies, on the other hand, while realizing that their customers are the source of long-term growth, still find themselves stifled by obsolete systems that make customers feel frustrated and helpless.
If you realize the value of a long-term customer, stay tuned to find out how you can provide stellar customer service and still stay competitive!
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