In fact, it increasingly feels, to the average person at least, like Corporate America is one giant shell game. If nothing else, there is certainly the perception that obfuscation is generally being practiced, and that few of the activities are to the benefit of the average person on the street. Ultimately, as with any relationship, once the trust disappears, so does the love. Whether its banks, mortgage lenders, insurance companies or oil companies, to name just a few examples, the consumer just isn’t feeling the love at the moment.
Perhaps what’s needed to inject some trust back into the system is a new type of service innovation, one that turns the traditional, business as usual attitude that corporations have on its head. There are already companies that are taking this tack, usually with impressive results. These companies put a premium on the customer experience, at any costs. Employees never need to say, “I’ll have to speak to a manager before I can authorize that”, rather they are empowered to do whatever it takes to fix a situation and to make customers feel valued. Leer más “Tainted Love | [Abstract]”