Seventy four percent of international executives who were recently polled admitted that their customer relationships were poor, and characterized them as "open marriages," meaning they fully expect customers to use competitor services, according to a Strativity Group 2013 Corporate Love Meter survey.
Additionally, more than 80 percent of respondents admitted that they only speak with their customers when there is a complaint or when absolutely necessary. While 52 percent believed that customer relationships will strengthen in 2013, the survey identified substantial gaps between perspectives of executives and non-executives, the latter, which interacts most with customers. Two-thirds of executives expect to implement a new approach this year to rejuvenate relationships, while 52 percent of non-executives are sticking to a "business as usual" approach.
"Much like personal relationships companies must engage and maintain strong communications with their customers, even when they aren't at odds," said Lior Arussy, CEO of Strativity Group, in a statement. "If you engage infrequently, or only when a customer has a complaint, then it's time to call in help."