1. Managers and Leaders in Organizations
... in Reichheld's (2001) article Lead for Loyalty. Intuit's founder Scott Cook so ingrained the tenet of "treating customers right" into his employee's minds, that when faced with a potential enormously costly error in their product, his team used their intuition to remedy the solution by offering new product to anyone without proof of purchase, plus payment of any penalties resulting from Intuit ... 's error. The team did not pass the buck to Cook, which would have taken more time and extracted much higher costs in negative public relations and cancelled orders. Cooks team acted ... ...
- Word Count: 2716
- Approx Pages: 11
- Has Bibliography
- Grade Level: Undergraduate