Your own employees are your most important customers.
February 27th, 2007
Check out this from my old schoolmate Lane: Scott Berkun, Southwest Airlines, and putting customer service second
So much of what drew me to the Web when I first started working on it over a decade ago was the culture of the place. The companies I worked for, just like the Internet itself, were thoroughly and genuinely bottom-up. Good ideas could and did come from the top or the bottom of the hierarchy. Iconoclastic thinking was encouraged, not repressed. Failure was openly acknowledged, even espoused as a goal, not because the people in charge wanted to see you fail but because because being told it was ok to fail made it ok to try.
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