Executive Briefings

Do You Play 'Gotcha!' with Your Customer?

Peter Drucker, the famous management writer who coined the term 'knowledge worker' once said, "The purpose of a business is to create a customer."
Is that really the purpose of our companies? Or are we focused intently on our navels? Do we milk a product with needless modifications long past its useful life? Do we hide from customers behind mind-numbing, anger-inducing telephone trees? Do we leap out of small print and shout, "Gotcha!" at our most loyal customers? Do we barrage them with a confusion of e-mail and snail mail simply because we can?
If you're not guilty of these things (are you sure you're not?), why do they seem so prevalent among other companies?
Source: Baseline, http://www.baselinemag.com

Peter Drucker, the famous management writer who coined the term 'knowledge worker' once said, "The purpose of a business is to create a customer."
Is that really the purpose of our companies? Or are we focused intently on our navels? Do we milk a product with needless modifications long past its useful life? Do we hide from customers behind mind-numbing, anger-inducing telephone trees? Do we leap out of small print and shout, "Gotcha!" at our most loyal customers? Do we barrage them with a confusion of e-mail and snail mail simply because we can?
If you're not guilty of these things (are you sure you're not?), why do they seem so prevalent among other companies?
Source: Baseline, http://www.baselinemag.com