“There is only one boss. The customer. And he can fire everybody in the company from the chairman down, simply by spending his money somewhere else.” Sam Walton, Founder of Wal-Mart
Too often I hear organisations saying how the customer is everything to them but then find that the real experience is several light years away from what any discerning customer would value.
These same organisations don’t seem to appreciate that most of us, even when the service is low cost, would not choose to:
Chris Lorimer is an
experienced consultant who has helped many organisations to grow through his unique 4 Ps approach.