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And how do you account for survivor bias? I don't think the CEOs of Blackberry or Nokia would have agreed that they cared less about the customer than Jeff Bezo
by zeteo 10y ago
And how do you account for survivor bias? I don't think the CEOs of Blackberry or Nokia would have agreed that they cared less about the customer than Jeff Bezos. "Customer obsession" is not actual, actionable advice because it's not even measurable. It's nice rhetoric, but other companies were judged on hard metrics of profits and dividends.
- RandomOpinion 10y ago> "Customer obsession" is not actual, actionable advice because it's not even measurable. Not quantitatively perhaps, but qualitatively? Oh yes; it can be felt. There are some very large organizations where the employee and managers' main objectives are to get themselves a promotion or bigger bonus and, though it's never explicitly said, the health of the company or welfare of the customer is only a secondary goal.
- lowbloodsugar 10y agoHuh? Nokia and especially Blackberry failed to address "Customer obsession" and just stood in slack jawed denial while an innovative company ate their lunch. e.g. [1] [1] http://www.businessinsider.com/rim-ceo-quotes-2011-9 http://www.businessinsider.com/rim-ceo-quotes-2011-9