Overview
What Matters Now cites Apple as an exemplar of a firm where the entire organization is devoted to continuous innovation and finding new ways of delighting customers. The new bottom line of this kind of organization is whether the customer is delighted (e.g. Net Promoter Score). Conventional financial measures such as maximizing shareholder value are subordinated to the new bottom line. Profit is a result, not a goal. Experimentation and innovation become an integral part of everything the organization does. Amazon and Salesforce are also cited.—Steve Denning
