Evidence Over Attestation
“The purpose of the business is to create and keep a customer, and a customer kept in the dark is not kept.”
Drucker's definition of the purpose of a business, to create and keep a customer, has a corollary: a customer kept in the dark has not been kept.
More lines from the same part
- “When ten agents work concurrently, they will invent ten subtly divergent definitions of the business.”
- “Superficial oversight yields superficial governance, and the customer inherits every gap the leader could not see.”
- “Excellence in the Intelligence Era is not an innate trait. It is a systematic operating standard.”
- “A company that will not measure itself honestly cannot be trusted with a customer's measurement.”