What is the perspective of the person on the opposite end? When we care, this is the question we ask. Our outcomes, profits, reputation, and growth fade to the background.

Great franchises are great because they care about their franchisees. They give them a great product in a good market with fantastic support. Their key stakeholders are their franchisees.

Most businesses have a cascading customer matrix. You design from the bottom up and implement from the top down. It creates customers who also care about your mutual customers. It’s a powerful thing.

It does not work well in hypocritical systems.

Markus Spiske

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