Fundamentals of Management, 11/e

Putting Customers Second Topic: Employee-first culture, employee engagement surveys

The Virgin Group Ltd. has succeeded with a simple plan—don’t put customers first! The British multinational holding company that has businesses ranging from an airline to a media company follows founder Sir Richard Branson’s strategy instead—put employees first.72

Virgin started as a mail-order record business in 1970, with its first retail location opening a year later, and soon after, adding a record label. The entrepreneurial-minded Branson surprised his business partners about 10 years later when he announced he wanted to expand into the airline industry. From there, the company has continued to grow, with currently more than 60 companies under the Virgin ...