We all claim to love our customers. We want to think of ourselves as providing the best possible customer experience. But are we really living up to our customers’ expectations? According to a 2005 Customer Experience Management Study conducted by the Strativity Group, we may need to take a closer look at our customer relationship management strategies.

The survey showed that while 73% of companies view customer relationship management strategies as being more important than in prior years, our actions may not reflect that. Consider the following results:

• 54% of executives claim that they don’t deserve customer loyalty
• 87% don’t know the average annual customer value
• 67% feel that executives don’t meet regularly with customers

These results indicate that we all may need to spend more time developing customer relationship strategies that reflect our true love for our customers. After all, if our customers don’t have positive experiences with us they’ll leave and go somewhere else.