Peter drucker wrote that “the purpose of a business is to create and keep a customer.”
How can you tell if the business is fulfilling its purpose in a satisfactory way? Simple. Customer satisfaction. The true measure of business success is that your customers are happy with their decision to buy from you, and are internally motivated to buy from you again.
The very best people and the best companies are obsessed with customer service. The customer is the most important single person in their thinking. Everything they do is organized to satisfy their customers better in some way.
Sam Walton once said, “We only have one boss, and that is the customer. And he can fire us at any time by simply deciding ...