Molding Your Principles of Love
For many executives it’s not all roses and chocolates this Valentine’s Day. That’s because for the fourth year in a row, the results of the 2006 Customer Experience Management study conducted by Strativity Group, suggest that the majority of companies’ relationships with customers are dysfunctional, lacking love and empathy.
Overall, the study, with 309 participants, indicates the companies do not deliver the love required to maximize the value of their customer relationships. Lior Arussy, founder of Strativity Group, said this study reaches new lows with only 40% of respondents claiming they deserve customers’ loyalty; 51% saying that that their company does not deliver unique and beneficial products or services; only 34% affirming that they have the tools and authority to serve their customers; and 75% admitting they don’t know the cost of a new customer.
Arussy said that the overall execution of customer strategies remains far from desirable. Although respondents declare that customer strategies are more important than they were three years ago, the majority acknowledge that they do not have the tools to resolve customer issues. “Respondents honestly admitted that they are selling commodities and that their core value proposition does not merit customer loyalty,” he said. “Such an admission should serve as a wake-up call to every executive to re-examine their core value propositions and ability to deliver differentiated customer experiences.”
Companies continue to declare their commitment to customers while not fully comprehending what that commitment entails. A Rick Brinkman and Rick Kirschner point out in their book Love Thy Customer, “Love is a relationship based in, built on, and developed through service. Without the principles of love to guide you, relationships grow complicated, people turn sour, and communication becomes progressively more difficult and non-productive…. The principles of love will help you to feel vital and alive, give purpose and clarity to the work you do, and provide more joy and fulfillment in the relationships you cultivate with customers.”
What are the principles of love that allow you to honor your customers and serve them well?
