W. Edwards Deming said some decades ago “The customer is the most important part of the production line”. This was many years before the rise of social media and today it’s more valid than ever. Deming understood that customer focus is THE key aspect of any successful business. No businesses can succeed without serving its […] 
Tag Archives: listening
When was the last time you hugged your customer? Why customer focus is the only way to go!
What have “ugly” socks to do with social media? A conversation with Ted Rubin about Return on Relationships
Sometimes life itself produces the best stories. You read a book of a fellow change agent, you like it, you spread the word about it and end up meeting the author himself at a conference just a few weeks later. Return on Relationships is a concept coined by Ted Rubin – a colleague whom I […]