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Face the Customer
Author: Bill Cusick
July 20, 2004
“Hierarchy is an organization with its face toward the CEO and it’s ass toward the customer.” - Jack Welch, former chairman of General Electric
Which side is your organization presenting to the customer? It’s easy - it’s even natural - for a company to gradually orient itself so that employees serve their superiors inside the company. After all, as an employee, you usually get rewarded for making your boss look good. But exceptional companies understand that the real boss, the key to company success, is the customer. Asking, “how will the customer feel about this?” is the primary concern for the companies that will win moving forward.
So, the next time you’re in a planning session, discussing some new strategy, think about which end will be in the face of the customer.
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