There is one true boss in every organization.
And it’s the customer, who can fire anyone from the chairman on down despite not appearing in the company directory. Sam Walton used to preach this, and he was right - satisfying the customer is not just good business, it's essential to survival.
Ohio State football's greatest customer service agent of late is still Jim Tressel. A messaging virtuoso who could string together poignant, thoughtful and deliberately benign words with surgical intent: elating his customers without being provocative.
No one put the customer on a pedestal quite like Tressel.