On loyalty

Imagine you lead a small team and learn that you will have to dismantle it in 6 months.

In an employee-centric culture, you will be expected to let your team know immediately and given resources to make sure they land in a good spot within or without the company.

In a customer-centric culture, you may be expected to keep it a secret until the last minute, for fear that your team will neglect the customer once they know their fate. The irony is that this fear would most likely materialize because your team had been operating in a customer-centric environment for so long, one where they always came second at best.

In an employee-centric culture, the employees’ loyalty to the company enures to the benefit of the customer.

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