Energy Industry Intel & Commentary
Part 1 of this series presented evidence that mergers, on average, destroy rather than create value. Taking customers for granted, sometimes ignoring them altogether, is one reason why.
Continue reading “M&A: Customer Friend or Foe? – Part 2”
Producing lasting customer satisfaction requires vigilant alignment of an organization’s many moving parts. Moreover, the only way to influence the kind of company-wide change that breeds these levels is to entrench the entire corporate culture in a relentless drive to satisfy customers.
Mindful leaders know setting customer satisfaction as a primary goal can be met with resistance. The payoff, while potentially transformative, is rarely immediate. Success requires the will to influence, coupled with an eye for the horizon. Once the commitment and processes are in place, however, prioritizing Continue reading “Shaping a Customer Satisfaction Culture”
