Another interesting thing about this different way of managing is that when everyone in the organization is focused on delighting the customer, this creates a great deal more job satisfaction for competent employees than work that is centered on making money for the shareholders.

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For example, I consulted with an organization that was trying to become more customer-focused.

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For example, the head of a large commercial organization wanted his people to become more focused on targeted customer segments as a way of improving revenue.

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