Customers are always right: How many firm obeys this?
What is necessary is to listen to your customers: understand their needs, expectations and jobs to be done, and design an experience that meets those needs.
The same goes for your employees. You can only achieve this if you believe that customers are always right.
“I always have people sit down and write a list of every customer they have and where they came from … and the first thing I think every entrepreneur should do is not look at something new, but go and do three times the things in the first place.”
Great service organizations tend to do three things well in their relationship with culture. They have deep clarity about the organizational culture they must cultivate in order to compete and win. They are effective in signaling the norms and values that embody that culture. And they work hard to ensure cultural consistency, alignment between the desired culture and organizational strategy, structure, and operations.
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