"No longer is the customer merely the someone who buys your product or service; rather he or she is the someone whose problem your organization exists to solve."  Ranjay Gulati, David Kletter, Shrinking Core, Expanding Periphery: The Relational Architecture of High-Performing Organizations

Quotebook: Customer
  • I see now why you picked up on my notion of transformation brands over transaction brands and recommended Ranjay Gulati’s and David Kletter’s work.
    You’d think the church would be pretty good at building transformation brands?
    Keep creating,
    Mike

  • Well…you’d think that, but it goes back to the other great Drucker question, “What business are you in?” Without clarity on that question, it’s tough to be clear on who your real customer is.
    mark