P&G CEO Says "the Consumer is Boss"

The CEO of P&G says, "What the consumer's complaining about gives us opportunity to learn what we can do better.

Consumer feedback early in the product development process -- and employee visits to consumers' homes -- has tightly woven the role and satisfaction of the consumer into this successful organization. P&G is taking notice of its customers, and it is paying off.

From the International Herald Tribune:

Simplistic-sounding, even a little hokey, his "the Consumer is Boss" mantra for P&G employees has worked. Sales, profits and stock price have climbed as the maker of such products as Pampers diapers, Crest toothpaste and Olay skin care has rebounded and grown in the eight years since Lafley was promoted to run a venerable company that was in a skid.