The Connected Company

To emphasize that last point, customers really don’t care if you’re profitable. But if what you sell them can help them become profitable, they’ll never want to leave your business. They’ll stay on as customers and then probably tell others to become your customers too. When you treat your relationship with your customer base as simply transactiona

in the twenty-first century, the most disruptive, profitable, and valuable path to advantage isn’t differentiating stuff, but making a difference to people, communities, and society.

Organizations that build their businesses around people’s needs to belong, to be connected, and to be admired, that are focused on relationships over products, are winning in today’s economy.

honest and persistent customer dialogue will always open new opportunities for profit growth. It will also create enormous frustration among your competitors.