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.

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