A report from the National Consumer Council - titled 'The Stupid Company' - states that companies are alienating consumers with shoddy customer service and unrelenting sales pitches.

It warns that businesses are focussing too much on making a quick profit, rather than on building a long term relationship.

The authors of the report found that:
1. Staff at electrical retailers are seen as incompetent.
2. Garage mechanics are seen as patronising.
3. Consumers hate the bigger companies most.
4. Consumers are developing 'service rage'.
5. Consumers hate robotic call centres.
6. Consumers hate hard sell marketing.
7. Consumers hate complicated procedures and systems
8. Consumers hate missed appointments.

In general the finding was that companies promised too much to potential customers, but then treated them badly once they had actually become customers.

I wasn't surprised by the research, it accurately reflected my own experiences. What about you?

This is a huge challenge that large companies face. Their chief executives simply must deliver better profits every single quarter. The City doesn't understand about developing long term customer relationships.

But there is a big opportunity for entrepreneurs here. In my presentations and books I talk about entrepreneurs being able to add 'love' to the product or service they provide.

Only entrepreneurs can do this, partly because they run small companies and so closer to the customer, but also because they care.

Customers respond extremely well to this extra level of service, and you will win their loyalty. It may cost more in the short term (in time, money or both), but you will reap the rewards in the future.