In the light of their core business value, they then identify their work environment values. With Jeffrey Immelt succeeding Jack Welch as CEO of General Electric, some pundits have flatly predicted he won't make it. He is, after all, replacing a corporate icon, and if he tries to lead GE by the force of his personality, the pundits may well be right. But he can prove them wrong if he leads by well-defined and clearly articulated values. The more consciously he defines his core values and the more clearly he articulates them, the more his values will lead the vast, sprawling empire he is taking over.
Great leaders lead more by values than by charisma.
So the customer doesn't come first. Nor do the employees. Your values come first, and if they come first, your customers and your employees will both be happier. And so will you.