Getting a grip on emotions: 3) Putting customers second

Putting customers second is possibly a counter-intuitive response to superior customer service but it's at the heart of creating an emotional connection. The point is not to disregard customers in favour of e.g. shareholder value, profit or some other measure but to put the needs of employees before those of customers.It was Herb Kelleher, CEO … Continue reading Getting a grip on emotions: 3) Putting customers second