Liar, liar ... and your business?

Back in 1997, Jim Carrey starred in what would ultimately be his best comedy: Liar, Liar.

It recounts the adventures of an ambitious unscrupulous lawyer who did not shake his hand to lie when taking advantage by exaggerating and distorting reality in order to achieve a favorable verdict to win a trial.

His son Max, who was soon to be five years old, was tired of his lies, and on the night of his birthday he made a wish: that his father cannot lie for a full day.

From that moment, the lawyer begins a course of situations that he must face by telling the truth purely and exclusively, even when he tirelessly tries to lie, but he cannot do it by force of his son's wish that was being fulfilled.

In this way, different people get to know who the lawyer really is and what he really thinks and does around his profession, and even in his personal life, reacting accordingly.

For the record, I was very careful not to generate any spoilers, and if someone still couldn't see this movie, I still recommend it after more than 20 years of its premiere.

Now, all for-profit organizations have a specific objective: to generate profits at the lowest cost through the marketing of products and services, so far nothing new.

These companies usually publicly declare their postulates to achieve these profits, which can be stated through their objective, mission and values. Some extend it by indicating its principles, policies and philosophy.

Currently, in the context generated by the COVID-19 pandemic, these postulates are being put to the test, to check if they really are what the companies intend and want or are mere formalities that fulfill a testimonial and declarative function but that are not translated in the facts.

Now, if all organizations went through the same situation as the lawyer starring Jim Carrey and had to tell the whole truth and nothing but the truth about their policies and philosophy to make profits, what would happen?

The ideal world would be for each company to validate as it expressed them, each of its premises and principles and confirm among other things that all its commercial strategies revolve around and considering the customer at the center (Customer Centric).

Well, at the moment, the pandemic that affects us is causing an effect similar to Max's desire, because it is allowing to know and recognize the organizations that, having manifested, for example, the recurring value of digital transformation, are confirming it ( or not) in the facts and mainly in the customer experience.

It is here where the client exercises the power to continue trusting these companies that fulfilled their postulates, withdrawing their vote of confidence from the other organizations that could not keep their sayings.

Companies and their management should not have to go through a pandemic to realize that facing their client there is only one way to proceed and that is always to go with the truth.

As someone once said: the truth is the daughter of time, and it will be time that shows us organizations whose degree of maturity allows us to put and keep the client at the center, with a focus on their experience.

Can you think of an example where companies were exposed for not fulfilling their promises?


#cx #customerexperiencie #customercentric #principles #values ​​#mission #management #truth #pandemic #COVID-19 #client #customer #companies #experience #digital #digitaltransformation


Linkedin Leo Bugallo