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By Bill Thomas
OE&D Practice Leader
Qittitut Consulting, LLC

Who comes first—customers, employees or shareholders?

icon_pdfMy recent articles about Harley-Davidson and the power of culture generated some interesting discussions. I closed the article with the comment: "If you take care of the customer, everything else takes care of itself." The rationale being that if you focus on the customer, your revenues will grow and you'll be better able to reward your employees and your shareholders.

By Bill Thomas
OE&D Practice Leader
Qittitut Consulting, LLC

The sights and sounds of success

icon_pdfAs my wife and I were driving into town last Saturday, we noticed hundreds of motorcycles heading for downtown Austin. There were all types and sizes, but many of them were Harleys. They were coming in for the huge bike rally that's held here every year. Seeing them was especially noteworthy because this year marks Harley-Davidson's 100th anniversary.

  • We hired Qittitut to help us develop and implement a Customer Excellence strategy designed to measure, improve and leverage the satisfaction and loyalty of our customers—and further differentiate us in the marketplace. Their expertise in this area and their ability to quickly understand our industry and culture were invaluable to our efforts. I would highly recommend them to any company seeking to take their customers’ experience to the next level.

    Director of Customer Excellence, Gas Pipeline Company

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