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.
Combining his own professional experiences working as a CEO with his extensive research and expertise as an international authority on customer relationships, author Bob Thompson reveals the five routine organizational habits of successful customer-centric businesses: Listen, Think, Empower, Create, and Delight.