“There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.”
If there is one thing I’ve learned for sure in the last almost 26 years in business (on February 1st), it’s that organizations don’t change, people do. When you want to create loyal customers and higher profits by changing the way your organization delivers customer care, you have to change your mind first. …
Customer Happiness doesn’t just happen. In my experience the companies that are getting consistent praise and consistent business from their customers are getting it because the Positive Leaders running those organizations put their focus – and so the focus of those who work with them – on creating value. The leaders I know and…