Companies fail not because they offend customers but because they don't take enough action to make these individuals customers in the first place. And I assure you that these very same companies hold one meeting after another on improving customer satisfaction. They will survey those who buy from them instead of taking the time to ask those who didn't why. Add to this the fact that most of these surveys focus on what the sales associate did wrong rather than on what is inadequate about the organization's thinking and processes.
