Which company does not nowadays claim that customer orientation is its main concern? I wonder what they were thinking before.
What we see, in reality, is that the promise made to the client continues to grow, while the way in which the company organizes itself to keep it does not change, or only slightly. By stretching the elastic between the promise and the reality of the organization's capabilities, it often ends up giving up and the client does of course see it.
A way to remedy this? A by the design...
Which company does not nowadays claim that customer orientation is its main concern? I wonder what they were thinking before.
What we see, in reality,...