Larry Hochman: How to bridge the 'promise gap' with the customerby
For years, customers have been growing increasingly cynical about the gap that exists between the promises that companies make to them and the realities of what is actually delivered. Larry Hochman explains how customers can once again trust your business.
The urgency of the economic moment is clear. No one alone has all the answers. This recession has created a massive disruption in the way that organisations relate to the people they serve, and amplified customers’ sense of being taken for granted at a time when everyone is cynical, angry and full of anxiety. You are now faced with one commercial ‘fact of life’: the ability to build and maintain successful customer relationships, during and after the recession, is the key to the survival of your business.
After two decades of experience working as a journalist and editor covering business and technology, including over 15 years as editor of MyCustomer, Neil now works as senior content manager at skills-based workforce management platform provider Spotted Zebra. ...