Re-inventing the purpose of the firm – Customer-centric Capitalism


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It is wonderful and highly validating to see Irving Wladawsky-Berger write about this topic and highlighting Johnson and Johnson as a sterling example of a company that has embraced customer-centric capitalism. He even quotes the J&J credo, which readers of this blog may recognize from seeing it here a few years back.

While we have not quite reached tipping point, social media is tilting in the direction of sustainable Capitalism which Cleverly Centers on Customers….after all Capitalists without Customers are Capitalists without access to Capital! 🙂

Wladawsky-Berger’s whole article is well worth reading – tip of the hat to Alvis Brigis for pointing it out recently in his blog.

 I'm invested

Republished with author's permission from original post.

Mei Lin Fung
Institute of Service Organization Excellence, Inc.
Mei Lin Fung, blogs on ebCEM – evidence-based Customer Experience Management. The Service Leadership Transformation Program developed in an innovative public private partnership with Avaya and Oklahoma State University received the Phillip Crosby Golden Medallion in 27. Her curriculum has been implemented by Microsoft Telesales in China, and Johnson and Johnson in Asia. She designed the first US Department of Labor approved Contact Center Apprenticeship Program in Oklahoma. Blog: Learning to Earn Customer Trust by Mei Lin Fung



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