If only. What is the magic formula, where some big businesses can still remember what it was like to be a little guy? ‘Cuz these folks surely need it.

Brett,

Every few years someone announces that we’re now entering The Era of the Customer, and I just heard it again this past week.

1. It’s always the era of the customer, so you’re right, folks who are willing to put the customer first will stand out;
2. This time I think there might be something to it. So many consumers are mad as hell and they don’t want to take any more.

Alex,

Ah, that’s another interesting example, one I’ve been thinking about a lot lately. Especially, what to do about mid-listers. Hmm, hmm.

I agree, focus on long-term is so necessary in these big industries, but lordy that’s a sea-change for the focus of these “quarterly results” shouters.

I just heard about one Dow component who isn’t going to announce quarterly results anymore so they can focus more long-term (wish I could remember who). That’s a great start—and it’ll teach investors to see the company in broader terms, too.

Regards,

Kelly

I think if companies could look at the long term instead of only the short term gains everyone (except the 2 year contracted CEO’s bonus) would win.

Alex Fayle | Someday Syndrome’s last blog post…Make a Decision, Any Decision: Lea Woodward Interview

When you see increased service fees, reduced service, mounting layoffs, and yet the payout to the shareholders continues to grow… well, you know what they care about, and it isn’t the people who are actually giving them the money in the first place.

But this is okay. Any big business (or small business) willing to put the customer first will stand out. And I will buy from them.

If only it t’were that easy.

~Graham