Gerry McGovern – If the customer really was king:

“Are the most powerful people in your organization those who interact most with your current customers? Are these people the most respected and highest paid?

[…] The customer isn’t just king in a digital economy; the customer is dictator. Those organizations that deliver an excellent experience to current customers will thrive. Those that don’t will wither.

[…] The old model ethos is that the organization is there to support management. The top of the hierarchy is not the customer; it is senior management. […] Their focus is on pleasing their managers, not pleasing their customers.”