Companies Do Not Love Their Customers

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    As an interesting follow-on to a Gartner analyst's recent declaration that most outsourcing of customer service is bound to fail, new survey results out by Strativity Group suggests that senior executives are pretty much out of touch with their customers.

    The survey, done among 212 senior executives worldwide, reports "59% of the executives claimed they do not deserve customer loyalty."

    Other findings:

  • 59% of senior executives claim they do not deserve customer loyalty – up from 45% in 2003.
  • 83% do not know the average annual customer value.
  • 65% agree that their executives do not meet frequently with customers – up from 54% in 2003.
  • 31% affirm that they have the tools and authority to serve their customers – down from 37% in 2003.
  • "Companies continue to pay a great deal of lip-service to their customers and customer strategies yet very few of them can demonstrate long-term success in forming strong, sustainable, and profitable relationships with customers," says Strativity founder Lior Arussy. "Our study demonstrates that despite the pick up in the economy, companies have not improved their investment in their customer relationships."

    There's an adage among advisors that you shouldn't be outsourcing something you don't understand. Yet I fear the opposite will happen here — that because they don't have a grasp of it, executives will be quick to want to eliminate customer-facing functions from the scope of what's done internally.

    You can find a press release about the survey here.