Milton Friedman argued that every organization must be profit-centric. That its only job is to maximize shareholder value. Others have argued that it’s possible to be customer-centric, using customer service as a proxy for profits. By delighting customers, they contend, we make it more likely that we’ll increase profits. The hustle behind this is revealed when some companies trade customer delight for short-term profit as soon as they hit a certain size. Significant organizations are team-centric. Their goal is to make a change happen, and to do that with and for a group of people who care
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