How to make customer experience the cornerstone of a merger

The run rate for merger failure is high. Study after study puts the figure at between 70% to 90% according to Harvard Business Review. There are many reasons why these deals fail. Some of the reasons are financial / driven by external economic forces. Businesses pay the wrong price, the market nosedives or there is a global crisis like Covid. Some of these reasons are internal – synergies are overestimated or there is no strategic plan for integration. There could be a culture clash or a failure of leadership. The list is long (and costly). But one thing’s for sure, few mergers will survive if customers are not at the heart of the new operation.