Building Customer Focused Businesses - The Role of the Leadership

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"Set high goals and keep raising them once they’re achieved. If you don’t, somebody will blow right by you while you’re telling yourself what a great job you’ve done.” – Carl Sewell in Customers for Life. Erik Granered makes a telling point in his 2005 book “Global Call Centers.” One day, he opened the door for a FedEx delivery agent who was returning a crate containing their conference booth. The agent, a young woman handling a 110-pound crate on a hand truck, asked Granered as to where he wanted her to unload the crate.