A little over a year ago in late 2013, Forrester Research proclaimed “We have begun a 20-year business cycle in which the most successful enterprises will reinvent themselves to systematically understand and serve increasingly powerful customers.”

If this is so, what was Jan Carlzon, former President of Scandinavian Airlines, articulating in his 1987 book Moments of Truth, when he said “We are at an historic crossroad where the age of the customer orientation has arrived”?

And what did the famed business management guru Peter Drucker mean when, in his 1954 book The Practice of Management, he stated “There is only one valid definition of a business purpose: to create a customer.”?

Of course, the most successful companies throughout human history, are the ones whom have understood that customers are their most important asset. After all, they pay the salary of everyone from the board, to the CEO, to the back office and the front line. Without customers to repeatably buy what you are selling, you have no company.

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s

Beyond Philosophy | CX Consultants | Customer Experience

Customer Experience, Design Thinking, Innovation, Strategy and Leadership

I J Golding

Just another WordPress.com site

Virgin - Richard

Customer Experience, Design Thinking, Innovation, Strategy and Leadership

Successful Outcomes

Customer Experience, Design Thinking, Innovation, Strategy and Leadership

The Customer & Leadership Blog

provocative conversations: questioning conventional wisdom / stimulating original thinking

Seth Godin's Blog on marketing, tribes and respect

Customer Experience, Design Thinking, Innovation, Strategy and Leadership

%d bloggers like this: