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An Idea A Day by David Thompson

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PERFORMANCE

DEVELOPING A SALES CULTURE

Jeremy Kourdi

The idea

The argument is simple. If you can get everyone in your organization to view their work from the point of view of the consumer, your business will be more effective and likely to succeed. This sounds obvious but can be hard to achieve. The challenge is to overcome the inertia of previous attitudes and to instill a new sense of energy and a focus on the customer.

In practice

HSBC is a financial services business that since 1992 has achieved a compound annual ...

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