The Customer Comes Second
by Hal Rosenbluth and Diane McFerrin Peters
Rosenbluth's argument that employees come first because they treat customers the way they are treated, with his travel company's practices. An early employee-first case.
Read it if…
you want the employees-first argument with a real company behind it.
See the book →
Skip it if…
you want customer-service tactics.
Try instead: Chief Customer Officer 2.0 →
Three things you will actually use
- Treat employees as you want customers treated.
- Hire for niceness.
- Remove obstacles.
Do this first
Ask your team what gets in the way of serving customers well and remove one thing.
Our verdict
Employees first, early case.
See the book →
Compare with other Leadership books
The Service Profit Chain
James L. Heskett, W. Earl Sasser Jr. and Leonard A. Schlesinger · Leadership
Foundational research chain.
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