■Are You Undervaluing Your Customers?

Leaders recognize that they should manage their businesses to maximize the value of the customer base. But too often, earnings pressures result in cost-cutting measures that hurt customers. They create systems for measuring customer value and invest in the necessary enabling technology; they use design thinking methods to build customer loyalty; they organize the business around customer needs; and they engage the organization and stakeholders- employees, board members, investors- in the transformation. And they report on their results in formats that allow investors and other stakeholders to make informed judgments. リーダーは、ビジネスを管理して、 顧客ベースの価値を最大化をするのが仕事だ。 しかし、実際にはあまりにも頻繁に、収益をあげようとする圧力に負けて、 顧客にとってマイナスになるコスト削減措置をとってしまう。