Taking Customers for Granted
The continued disintegration of relationships with customers, as reported by Strativity Group's 2004 annual survey, is disheartening ("Execs: We're Not Worthy of Customer Loyalty," Feb. 21). It perhaps helps explain the erosion of trust and the value placed on brand by consumers.When potential buyers seeking value, service and responsiveness are met with sellers who are ignorant of their preferences and needs, the only sensible recourse is shopping around more aggressively. That certainly is reflected in the customer behavior and sales performance we've seen lately, especially during the holidays. The only good news is that those who endeavor to understand their customers, forge relationships, offer value and build strong brands are up against less competition.
