Many companies focus on the looking-good type of practices than actually being good. For example, read this mini-saga.
Doing Rather Than Being
Tactically lionized Steve joined a company as a VP, Sales and was on his first sales call. He had to win over an old client to initiate a crowning deal. The client was happy with the presentation but enunciated, “You can’t paint over a bad experience with good Sales efforts.”
The time has changed, the customer mindset has changed, they have become smarter, sharper, and declared that now such companies cannot keep making a chump of them anymore. Either be able to add value – by bringing in Linchpins or doing whatever is necessary – or get lost.