What makes the great companies so great? It’s the customer service and experience the customer receives when doing business with that company. The companies that get it are customer-centric. They put the customer in the middle of decisions, ideas, marketing, system design and more.
It is definitely not the product – at least not on its own. The product can be truly amazing. It can even be a lifestyle changer. But that doesn’t make the company great.
For example, cable television. Cable TV is truly amazing. When I was a kid, growing up in the 60’s and 70’s, there was a whopping four channels to choose from. And, the programming usually ended not long after midnight. We were excited just to have television.