“We must shift the focus of companies back to the customer and away from shareholder value ... The shift necessitates a fundamental change in our prevailing theory of the firm… The current theory holds that the singular goal of the corporation should be shareholder value maximization. Instead, companies should place customers at the center of the firm and focus on delighting them, while earning an acceptable return for shareholders.”
posted at 10:14 am
on Dec. 29, 2011
