Even now, the bottom line in business boils down to dollars and cents. I think we need to shift the paradigm to focus on value creation. All strategic initiatives should not have to contribute to profit — they should enhance the customer experience, and allow one to take care of the tribe.
Companies should have a larger purpose than making money. It is totally acceptable to allocate resources to make customers and tribe members happy. Isn’t that a good enough reason, to be in business, to begin with?
About Hemant Rustogi