Two stories in today’s New York Times struck me as bellwether examples of why customers — in the long run — ALWAYS win. And, why it does little good to try to “fight” them, if you are a finance or technology manager. Story one — Leo Apothaker is out, Meg Whitman is in at HP. [...]
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Are you a customer-focused leader, or customer-focused follower?
2 comments October 12, 2011Given the late Steve Jobs’ (and it’s still strange to write that) famous statement it’s not the customer’s job to know what they want — does that, on its face, mean Apple rejects the theory of customer focus? Of course not. Apple knows what many confuse: FIrst, organizations must make the decision to be customer/client [...]