Why Customer Strategies Fail and 10 Steps to do them Right

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17th Mar 2005

This download is an excerpt from Passionate & Profitable: Why Customer Strategies Fail and 10 Steps to do them Right (Wiley, 2005) by Lior Arussy.

Considerable attention has been focused on customers in the last decade, as shown by certain investments and declared commitments. It is well understood that without a loyal customer, no business can exist. Customers ought to be the center of everything we do. We ought to love, hug, delight, and please customers every day, with everything we do. Why is it then that despite great intentions, companies manage to fail in the most important task they have: attracting and retaining customers? Why is it that despite billions of dollars in investment, executives have very little to show in the form of results? There is no single answer to this question. In our consulting and research work, we have come across many reasons for failure. We call them the Fatal Mistakes. For many companies, the answer is a combination of several Fatal Mistakes. The Fatal Mistakes are considered fatal because companies fail to notice them and to understand how significant they are to customer success. For many organizations, the existence of the Fatal Mistakes means that even before a customer initiative is launched, failure is ensured. They are fatal because they are woven into corporate behavior and culture. They have become an integral part of the corporate DNA and thus are difficult to remove. Companies often try to launch customer programs, knowing about these Fatal Mistakes but wanting to believe that such programs will work anyway. This is just wishful thinking. Unless companies address and uproot these Fatal Mistakes, their customer initiatives will continue to fail, despite the money invested and the level of commitment demonstrated. Customer-centric strategy cannot coexist with these Fatal Mistakes. As with most strategies, it boils down to a trade-off between tough choices. Ignoring these Fatal Mistakes is a choice companies make every day, one that works against the customer. To find out more or purchase this publication please click here. This chapter is excerpted from Passionate & Profitable: Why Customer Strategies Fail and Ten Steps to Do Them Right (0-471-71392-96, February 2005) with permission from the publisher John Wiley & Sons. You may not make any other use, or authorize others to make any other use, of this excerpt, in any print or non-print format, including electronic or multimedia. To purchase a copy of this new and thought provoking book, please visit your favorite online bookstore.
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