Who’s on First: Customers or Employees? (continued)
In contrast to the clueless company mentioned in my last post, I’m going to again cite Marriott.
Check out what Mike Jannini, Marriott International Executive VP, had to say about his company’s employee-centric approach in a recent address at the Creating Value through Service Symposium.
Companies that are employee-focused are inherently customer-focused. Being customer-focused alone is not enough (and a poor strategy) when employee value is only lip-service.