Customers? Who Are They?
from the pay-attention dept
While this article about a new study suggests the findings are “startling”, they’re probably anything but surprising to most people. It turns out that most companies have forgotten the fact that it really is their customers who pay their salaries, and they do very little to cultivate any kind of dialogue between themselves and their customers. The only really surprising stat is that nearly half of all executives admit that they don’t deserve any loyalty from their customers. It seems, for the most part, that there’s too much apathy on this issue. If an executive realizes this, why aren’t they doing anything to change it? There’s too much of a short-term view of companies focused on dragging in as much money as possible this quarter, that they forget to cultivate relationships that have the potential to pay much more next quarter or next year.