Every company has different point of view. Some companies try every trick in the book to please shareholders. They take decisions which have potential to provide huge return on penny invested by shareholders. Such companies sleep, eat, breath nothing else but welfare of shareholders.
On the contrary, there are companies which put welfare of employees first. Virgin Group has this culture wherein employees are given best treatment, who in turn keep customer happy. Happy employees give enough reasons to customer to come back. Happy customers translate into better shareholder wealth.
Then there are companies like Zappos and Nordstrom, who put customers first. They build a culture in the organization where employees can go to any extent to keep customer happy. Shareholders can wait for their return but customer should get more than what he has spent with them.
Customers, Employees and Shareholders are important spokes and trick is to keep all of them happy without hurting overall interests of an organization. These are my two cents on this. Though, I would personally like to trade off pissed off and grumpy shareholders with lot of happy customers.
Agree/disagree?
by Sid 'Ravan' Kabe , on October 21, 2009 12:13 AM
Agreed... there are companies like Microsoft who put customer first,
Google who keep employees first...and Apple who keeps shareholders first.
by Ramesh , on October 21, 2009 4:28 AM
Very well said Adesh. Getting the balance right is the key. And as you said in your punchline, if you had to make a choice, the customer is a great constituency to come first.
by Anonymous , on December 10, 2009 10:55 AM
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