As I talk to many entrepreneurs in my role as a business advisor, I still often hear the concern for maximum return to the business and stakeholders more than a passion for sustainably enriching the lives of your customers and team.
In this age of instant and global communication via social media and the Internet, I see more and more evidence that delighted customers should be your top priority.
Happy customers quickly become your biggest advocates, reaching far beyond friends and family, and they make traditional marketing efforts pale in comparison for growth, loyalty, and new customer acquisition costs. I was happy to see quantified evidence of this in a new book, Winning on Purpose, by Fred Reichhheld, creator of the Net Promoter system of management.
