Businesses do not lack intention or initiative. Throughout the business world customer related activities have been undertaken as initiative programs. They run for a short period but are never embraced as a full operational strategy.
Organisations do not lack great slogans from “going the extra mile” to “total customer commitment”. They detail their intentions in brochures and advertising but, guess what it’s not working
Intentions and initiatives are many, but sustainable success is rare.
For a customer centric strategy to be successful, it must have total commitment from every level of an organisation. Customers are not listening to what you say they are watching what you do.
Customer Experience Coach