
proposition—low price. Orange, Procter & Gamble, and Pro-
gressive Insurance all built massive shareholder value through
focusing on execution. And because they are thinking of what
really matters to customers, they clearly execute their strategies
with category needs in mind, rather than slicing and dicing mar-
kets and developing unique strategies around those needs.
IDEA CHECK
Are you serious about
customer responsiveness?
1. Does your organization have clear values and beliefs?
Written or not, yes it does. The question is, is everyone’s
interpretation consistent? If you believe in customer focus,
help everyone understand what that really means—what ...