Be everywhere, do everything, and never fail to astonish the customer.
Margaret Getchell
People are at the center of every company. Brand U’s seem to intuitively understand what customers want and be able to find a way to satisfy these wants and needs. People buy products and services. And people add or detract value when they produce a product or deliver a service. The natural tendency is to become preoccupied with programs or the latest fad so we forget who implement ideas and for whom they’re implemented – people as internal human resources and as final customers.
Company after company is using customer satisfaction as the driver and rationale for inducing change. Levi Strauss recently transformed its entire organization to make it customer responsive. On the other hand, Levi’s is eliminating thousands of jobs as it tries to reinvent itself to please customers more efficiently and effectively.