“CEOs Learn the Customer Is Always Frighteningly Right”
In the October 19, 2009 issue of The Australian, Booz & Company Partner Vanessa Wallace (Australia) said she was increasingly seeing chief executives remove the layers between themselves and their customers. “People have been given lip service to getting close to customers for a decade because they knew it was important,” said Wallace. “But they didn’t have to worry about it too much because the numbers just came in.” However, the economic downturn has ushered in an era of management in which chief executives are committing in a great way to customer needs in order to succeed. “Now the numbers won’t just come in,” Wallace said of this new reality, “and (chief executives) are going to have to work out what it really means.”