Leaders focus on Customers

Amazon has a list of leadership principles that I find incredibly articulate and valuable. Consider this one on Customer Obsession: Leaders start with the customer and work backwards. They work vigorously to earn and keep customer trust. Although leaders pay attention to competitors, they obsess over customers. Found at: I know people that focus …

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Who is the customer?

We all think we’re working together to solve customer problems. Right? We want what’s best for them – and so we work on customer on-boarding, customer emails, the customer experience, customer UI/UX improvements and customer engagement initiatives. When you put us in a room, we’re all talking about the customer. But which customer? Who is …

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The art of seeing people

Two years ago my buddy Steve (I mentioned him yesterday) and I flew to Nicaragua to visit a cigar factory. While on that trip we met Jorge (who co-owns Stogies World Class Cigars in Houston). Since we had a friend who lived in Houston (Shawn, who runs WP101) – we asked if he knew Jorge. …

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