Yet very few companies focus on keeping the customers they have, chasing the business equivalent of a one-night stand instead. Experts estimate that a decrease in customer defections of 5 percent can boost profits by 25 to 90 percent. Don't innovate just because you can. The reality, as always, is in the mind-set of the individual. If you want to use technology as a barrier, you can do so, just as you used to use your receptionist and secretary for the same purpose.
Business can be the most personalized it has ever been.
First, there must be a genuine acceptance that a modern company needs everybody to add value and contribute, not just to what is being done today but to what could be done tomorrow. In fact, in some areas, the opposite is true. About the Author Barry J. Gibbons was Chairman and CEO of Burger King from 1989 to 1994. He divides his time between home offices in Miami, Florida, and just outside London, England.