The results of a study by Strativity Group demonstrate that dysfunctional relationships are not confined to one's personal life. Rather, the survey respondents admit that a majority of companies fail to deliver differentiated value to customers, and, in turn, fail to maintain those customers' loyalty. Among the results:
- 60% of senior executives claim they do not deserve their customer's loyalty; and,
- 51% claim that their company does not deliver unique and beneficial products or services.
- However, 56% agree that their company's products or services are worth the price they charge;
- Only 34% say they have the tools and authority to serve their customers;
- 75% do not know the cost of a new customer; and,
- 70% indicate that customer strategies are more important now than in the past.
In terms of corporations' investment in their employees, who are ultimately charged with executing customer relations, the following insights point to a downward trend:
- Only 29% of respondents said that their compensation emphasizes the quality of service and not just productivity;
- 34% claimed that employees have the tools and authority to solve customer problems; and,
- 30% of respondents agreed that their company invests in people more than in technology.
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