Peter Drucker famously writes in The Practice of Management that the purpose of a business is to create and keep a customer. Unfortunately, the latter of these is often overlooked. With the papers, online content, and mailers filled with so many ways to attract new customers, what businesses tend to forget is that they spend almost three times as much on attracting new customers as they do retaining the customers they already have.
Every business has a culture, and the culture defines whether the office is customer-, time- or technology-focused, exhibiting either a sense of negativity or an attitude of joy.
