..., the era of “customer capitalism” and explains why. Findings In answer to another set of questions, Martin provides his own insight into one of the management field's most elusive and intriguing questions: what is the essence of outstanding leadership, particularly at the CEO level? His...

... that are learning to thrive in the new era of customer capitalism and have committed themselves to delighting their customers, tools like Net Promoter Score, user stories, value stream and cycle time measurement and social media offer the possibility of seeing what is happening to customer outcomes in real time...

... Customer capitalism Virtuous corporation Management development In the aftermath of the Great Recession, when almost everyone in the world has been hurt by questionable corporate practices or their consequences, the voices of critics, especially those proposing revolutionary paradigms, begin...