Customer as Boss

Bell, Chip R.; Patterson, John R.
October 2007
Leadership Excellence Essentials;Oct2007, Vol. 24 Issue 10, p15
The article discusses strategies for shifting from being a leader that focuses on obedience and compliance to a leader that centers on customers. Strategies include inviting customers to employee meetings and have them participate and give feedback in the design of products and services. Doing first-hand research in the field makes a greater impact on leaders' perception of service quality, according to the authors. Putting customers on the dashboard implies that the customer is the priority.


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