factor 1: Act like a small company
Arrogance often comes with increased size. Whether it is the product of latent “bullying” tendencies or the ability to exert substantial influence through sheer mass, growth often causes resentment toward the market leader from its customer base. This may happenbecause the market leader becomes increasingly inflexible or unresponsive to client requests or needs. The market leader may require the client to be more adaptable to fit the leader’s needs rather than the leader adapting to the client’s needs. The personal attention offered when the company was smaller or the client was new may have faded. Customization or new features may take longer because of an increased backlog or heightened pressure to standardize processes in the name of efficiency. For example, the huge changes in market leadership in the personal computer industry during recent years are direct consequences of the companier’ ability or inability to listen to customers and to quickly and effectively introduce new products and services to satisfy changing customer needs.