$4.3bn PE-backed Trilogy names new recruiting head

When Jill Caponera was 25, she moved from New York to Los Angeles. That’s when the money trouble began.

“The cost of moving and everything that goes along with a move are kind of how my financial pitfalls started,” Caponera says. “I was looking for work for quite a few months, and once I found work, I wasn’t being completely responsible with my credit card.”

Before she knew it, she had $5,000 in credit-card debt, and her credit score had plummeted to 600. “It seemed like out of nowhere it snowballed out of control,” she says. “It made me really stressed out and worried about how long it was going to take me to pay off this debt.”

But now, five years later, Caponera, now a senior PR manager with Promocodes.com, has $20,000 with a credit score of 805. She’s planning to start mortgage shopping soon, and has been told she’s “highly qualified.”

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When Jeff Bezos started Amazon — originally called Cadabra — he announced, “Our goal is to be earth’s most customer-centric company.” Today Jeff Bezos calls it “customer obsession.”

As I explored why customer focus is the primary driver of many of the world’s most successful companies, I was thinking about conversations I had over the past year with CEOs who through customer-centric models are leading their industries. What I found is the key to a world-class customer experience really starts with your own culture. Below are direct quotes from 10 CEOs whose companies are leaders of service in their industry.

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