Musings about Leadership, Decision Making, and Competitive Strategy
This is an extremely critical point. Most, if not all, businesses rely on relationships at some level. When businesses allow continued physical separation, how is loyalty formed? Typically on price alone!Consider a professional services firm, the classic relationship business. Every e-mail or other disembodied interaction could come from Bombay, Paris, Bangladesh, etc. If you don't have a personal connection with your customers, why should they stay? Any business with a service oriented value proposition needs to actively avoide an overreliance on electronic communication.
Post a Comment