“There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.” Sam Walton, Wal-Mart Founder
The client must sit at the centre of any strategy – those we serve today and those we engineer our firm to target in the future. Without a strategy that delivers superior value for clients at a price which generates sustainable levels of profitability, no firm can survive.
Some seem to have lost this clear line of sight that unites an understanding of client needs, service strategy, determined leadership, people management, value creation and profit generation.
All must be aligned, not just in eloquent speeches but by determined action driven by a unified culture. The result will be superior client experience and an improvement in the firm’s competitive position.