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DECIDE UPON YOUR TRUE DREAMS AND GOALS Putting Customers First.(LEADERS & SUCCESS)(IBD'S 10 SECRETS TO SUCCESS)
Byline: Amy Alexander
2 You want customers to love you, so you set service goals. You explain them in bold PowerPoint. Everyone knows the targets, so what could go wrong? Plenty.
Lior Arussy, founder and president of Strativity Group Inc., uses the term "fatal mistakes" to describe foibles that keep companies from winning over customers.
"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," he said in "Passionate and Profitable."
Arussy's top 10 fatal mistakes?
1. Failing to take care of existing customers.
2. Looking at customer service as surface treatment or slogan.
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