 OUR TAKE -
The Customer Has Transaction Myopia
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It is not fair to ask of others what you are unwilling to do yourself.
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Eleanor Roosevelt
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As we wrap up the week, I want to share some reader thoughts regarding transaction myopia and the follow-up question "who is your hero?" I was a bit surprised to read that many readers didn't readily buy into the idea that the customer is the hero.
One reader lamented that "today's business climate is totally different then just a few years ago. Virtually every customer is demanding deep discounts on maintenance and support. They don't care if I provide the best service in the industry, they only care about a lower price. I get calls demanding at least a 10% reduction in maintenance. The reality is people want more. They just don't want to pay for it. Every thing is now a numbers game and in many cases, it is being driven by the customer. The customer is more transaction focused then ever before and expect added value at a bargain price."
This certainly brings up an interesting question. Are executives, who act with transaction myopia, reflecting a disconnect with the customer? Or is their transaction myopia actually the result of being completely connected with a transaction-oriented customer set?
Are these customer centric executives simply reflecting the non-loyal tendencies of their customers? Do you risk transaction myopia by making the customer the hero? What's your take?
Gary Lemke, Publisher
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