This article is the first of a 6-part series examining how the drivers of value creation are the same as sustainability drivers. We will outline these drivers in the next 6 posts and show how recent ESG efforts to define business sustainability fall very short.
Value Creators & Customers
Customer satisfaction in any business is the ultimate financial intangible. And it must be earned every day. While brands and advertising help evoke emotions for customers that serve to reinforce the perceived value they receive for their interaction, such expectations must be met or exceeded repeatedly. Strong customer relationships take forever to cultivate, but can be destroyed in a single instant. As Warren Buffett has said, “It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently.”
In studying the most pronounced value creators of all time, I’ve found