Keeping Clients Happy

Mike Donoghue is a member of a multinational information technology corporation where he collaborates on the communications guidelines and customer relationship strategies affecting the interactions with internal and external clients. He has analyzed, defined, designed and overseen processes for various engagements including product usability and customer satisfaction, best practice enterprise standardization, relationship/branding structures, and distribution effectiveness and direction. He has also established corporate library solutions to provide frameworks for sales, marketing, training, and support divisions.

  CRM   Stakeholder Management   Talent Management  

Periodically, the media will offer eye-grabbing critiques of companies that are not doing well, have made bad product development decisions or are even despised by their employees and customers. It may be a cheap stunt to get us to read on and click links to find out who is on the list, but the trick works. It can be a guilty pleasure to review--it can also be somewhat illuminating.

Although the words “those who cannot remember the past are condemned to repeat it” by George Santayana are often used in reference to more geo-political events, the same philosophy can be applied to corporate entities. So many organizations are guilty of making the same mistakes that others have grievously made before; they are apparently both blind and deaf to this information, even though it is placed directly in front of them.

In reading articles about the worst companies to work for (and their practices), there are many common elements that helped them qualify for such a distinction. Several of them focus on a symbiosis of employee and customer satisfaction.

In addition to their obvious value to a business, we are told to focus on customers since they are a company’s unsolicited voice to the world. The same, however, can be said of employees who communicate the corporate message and bring it with them in their public lives. When an organization fails both parties…

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