There are almost certainly some people in your organization that have authority over others, but at the end of the day there is only one true boss — your customer. If you can’t create a perceived value imbalance in the favor of your customer, where they feel they’re getting more value than they’re spending, you’re done.
Sam Walton, founder of Walmart and Sam’s Club, famously put it this way:
“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.”
Great leadership in an organization is crucial, but the person that buys your product is the one that really runs the show. No matter what else you do, you need to make sure to keep them happy or your business will cease to exist.
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