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Making the Strategic Choice

Lior Arussy, President, Strativity Group

The road to “Customer Focus Land” is paved with great intentions. As the AMA/HRI Customer Focus Survey Results 2006 indicate, respondents know what needs to be done. They are fully aware of the need for executive sponsorship, ongoing contact with customers and fast complaint resolution. But some how, due to lack of time, budget or resources, the required actions are not executed at all or are not executed to the extent that they should be. The importance of the customer and the need to become a customer-centric organization is not disputed. The serious challenge is in the execution.

The missing ingredient

Why is it that these seemingly self-evident actions do not reach full execution? Why is it that despite a clear awareness of what needs to be done, companies aren’t making it happen? Why is it that despite their constant rhetoric about the need to become customer-focused, companies do not actually execute?

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