Lisa Earle Mcleod, consultant and author, wrote a book called Leading with Noble Purpose. She believes, as do I, that organizations having a mind-set based on noble purpose become truly successful. Noble purpose centers around customers. When you make your customers a priority with laser focus, money becomes a metric, not a goal.
Let's look at this idea with a different spin; from the standpoint of advocacy.
Organizations are so much more than just entities; organizations are people. These people, especially the leadership, form the company culture. I've been in many organizations where adversarial relationships among employees is the norm. It was almost as if this behavior is expected and encouraged. Make no mistake; customers feel it!
Imagine an organization where employees have a mind-set of advocacy for each other. Extrapolate this dynamic to the customer interaction. Customers feel this too! When employees feel encouraged to advocate for each other, they will become their customer's best advocate as well.
This company culture can be achieved through thoughtful, mindful, compassionate, and passionate leadership. The metrics, processes, products, and yes, the money are all important. But the foundation of any organization is CULTURE!