The essence of business never changes: engaging the customer, every day.
This is not just the source of revenue: the customer experience and perspective remains the "early warning system" to show if things are not working, says Karen Penrose, director at Bank of Queensland. "Trust is remade on every customer encounter," she says.
But these days, there are other stakeholders that business must engage: governments, regulators, employees, suppliers, investors, funders and the general public. "In the modern environment, questions get raised (about a business) by a whole host of interested, invested individuals," she says.
Voting 0
