Chapter 1
What’s Best for the Customer Is Best for the Business
There is only one boss: the customer. And he can fire everybody in the company, from the chairman down, simply by spending his money somewhere else.
—Sam Walton (1918–1992)
Customer focus is a term both overused and underdone. It sounds good in a mission or vision statement, but many leaders don’t really know how to achieve a customer-focused culture, nor are they doing anything specific about improving it in a sustainable way. Many other leaders may know how to do it but feel it may not be worth the effort and time required to achieve it.
There are many reasons the leadership of ...
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