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Creative solutions = happy customers

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in Leaders & Managers

In the brave new world of excess supply, your customer is king.

So says Peter Georgescu, former chairman of communications firm Young & Rubicam, explaining that demand for products exceeded supply for most of the 20th century until the 1990s ushered in an era of oversupply.

“In the excess-supply world,” says Georgescu, “the customer—the consumer— leads the dance. Always start your analysis from the customer perspective. Always.”

Service is your best defense against lower prices.

Your employees will come into more contact with customers, and they’ll need an environment flexible enough to provide creative products, services and solutions.

Who’s in charge of that environment? You. The leader who best serves customers wins.

—Adapted from “Say Goodbye to Mr. Tough Guy,” Alice LaPlante, Stanford Business.

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