Article: Customers and commitment. (includes anecdotes and related article on corporate responsibility)

CUSTOMERS and COMMITMENT

IT PAYS TO LISTEN

Leaders of winning organizations know the strong connection between the quality of their communication with employees and the quality of their products and services to customers.

That's why they manage communication to generate employee commitment to the customer.

What does the employee-customer linkage look like? We've studied many companies that are winners in their industries. Here's a model of what we've found:

* When information is properly managed, members of the organization form perceptions of what is important--the organization's value system.

* The value system ...

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