The purpose of any organization is to provide maximum value to customers and/or other stakeholders. The people who do that are employees. If we need to prioritize at all, we might put the employee as the top priority, because if we inspire employees, they will inspire customers—and, of course, everyone else.
Therefore, the employee is the new customer. This is how Virgin, Southwest Airlines, Starbucks, The Boston Beer Company, The Container Store, EllisDon, HCLTechnologies, New Belgium Brewing and others, have become extraordinarily successful. Southwest Airlines even extends this ranking: employees first, customers second, shareholders third. Ritz-Carlton refers to its employees as “Ladies and Gentlemen” and the company’s motto is “We are Ladies and Gentlemen serving Ladies and Gentlemen.” Continue reading
There is nothing like a near-death experience to make you acutely aware of how much we rely on medicine and the healthcare system. I suffered a massive heart attack in March 2012 and nearly died. The doctors saved me. Since that terrifying event, I have tracked developments in technology, medicine, and wellness carefully. All along, I wondered why so much health care aimed at saving us after we fell ill rather than at keeping us healthy and spotting the problems well in advance. People in the healthcare sector call such an approach wellness care, or preventive medicine.