I am shocked by the number of companies out there that think their customers are stupid. Companies that chase short-term results by forcing their employees to lie to prospects and customers. Cellular mobile operators are especially bad at this.
And when prospects actually become customers, the broken promises continue with poor customer service that succeeds in pissing customers off.
In today’s world, customers vote with their wallets and their feet. And that is the long-term play that business leaders don’t seem to understand.
The solution is quite simple; however, I doubt that huge, publicly traded companies will figure it out due to the fact that they chase quarterly results. This puts huge pressure on customer facing teams so that senior leaders can cash in on personal incentive plans.
What do companies that have ‘figured it out’ do? Here is my list:
Oh, and as a bonus… senior leaders also use their own customer service services so that they can experience what good looks like. Leaders that are short-term in their thinking have their executive assistants call the customer service number for them.
Robert Murray is a Vancouver, BC based Business Strategy Consultant, #1 Best Selling Author, and International Keynote Speaker. For further advice, insight and inspiration on how to unlock your inner leader, follow Robert on Twitter, LinkedIn, and Facebook.
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