It’s an all too common story, experienced as both an employee and a customer. A business is started and is actively run the founder(s). The product is loved by customers and the work is loved by the employees. Something then changes and while no one is able to put their finger on it right away, customers and employees alike can feel it. The employees sense a change in the culture. The customers notice the product isn’t the same. Things just feel different.
There are also those businesses that have operated for decades and both the employees & customers still love the product and experience. What is the difference?
On this week’s episode of the 33 Tangents podcast, Jim and Jason talk about their experiences as both employees and customers where ownership’s care about the day to day differed and how it ultimately impacted the experience of the customer.
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