The 1985 PBS documentary, Search of Excellence, adapted from Thomas J. Peters’ and Robert H. Waterman Jr.’s landmark book, looks at eight American companies and what makes them thrive. In general, they succeed because they make both their customers and employees happy.
The same thing is true today. In the film, one of the business owners, Stu Leonard, attributes the success of his Connecticut grocery store to his belief that only satisfied customers come back. No surprise there! While that is good to know, it doesn’t answer the important question that all businesses, yours and mine, face every day: So just how do we satisfy our customers?
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