Chapter 1

Your Customer Really Is the Key

What creates a successful organization? In our extensive work with a wide range of organizations in the private sector (including the hospitality, retail, health care, utilities, transportation, and food and beverage fields) and the public sector (at the federal, state, and local levels), along with companies based in dozens of countries, we have noticed two striking likenesses:

  • All organizations are extremely similar in many ways.
  • All organizations are completely unique in at least one way.

What do these similarities mean for your organization? They mean that not only do you have real opportunities ...

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