“Mastering the New Normal” – A Continuing Series
“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.”
– Sam Walton, Founder of Wal-Mart
A key challenge for leaders in mastering the New Normal involves executing brilliantly in a customer-centric world.
“Customers” exist as consumers, clients, sponsors and shareholders. Whether you provide products, services or intellectual property, you have customers whose satisfaction and loyalty are mission critical.
Here’s the New Normal reality: A focus on customer satisfaction is a doomed strategy.