45% of executives don’t expect customer loyalty

45% of executives surveyed in four continents say their companies do not deserve customer loyalty. Tellingly, 55% claimed they don’t engage in dialogue with customers – and almost as many stated that they do not meet frequently with customers. Just 37% of executives said they have the tools and authority to solve customer problems. More than half of the executives, 59.6%, agree that the role of the customer is not well-defined for the company. Only 32% of executives say their compensation is tied to quality of service provided to customers.