Chapter 9
How to Make It Happen
Focus on your customers and lead your people as though their lives depend on your success.
—Warren Buffett
In large organizations and even in midsize companies it is easy for us to feel that we cannot do what’s right for customers as well as what’s right for the business. It may be that the processes are against it. It might be that others don’t care. It might be that our manager doesn’t “get it.” But it has been proven by companies like Amazon.com, Starbucks, salesforce.com, and Virgin that what’s best for the customer is also best for the business. Customers are happy. This makes staff, as well as stockholders, ...
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