PUT your customers first. They are why you exist. Without them, you have no business, no organisation. They must be at the top of your priorities, in the eyes, minds and actions of all your people.
Your number one aim is to attract, retain and delight your customers so that they come back for more. Ensure your organisational processes, charts and roles reflect this. If your structure is vertical, put customers at the top. If it is horizontal, put customers end to end. And put true decision-making power where it belongs – with the people serving your customers.
(Extract from The Naked Millionaire)