Customers Come First! (Or do they?)

Recently I was at an event where a panelist declared the age of the customer to be “over,” favouring an employee-centric culture, because, “if your employees are happy, your customers will be happy.” It felt like a classic chicken and egg scenario: what comes first, your employees or your customers? Sure, people work with people, and if customers are interacting …

TrustBrand™ | Purpose: Putting Meaning to Work

There is a vast gulf growing between younger generations, who want genuine purpose in their work, and older generations (their bosses), who are more likely to define purpose as profitability. This sense of higher purpose is being crystallized as a new cultural value, and can present a profound and durable competitive advantage. This generational gulf was the central finding of …