In Chapter 10, Simon observes, If I had to choose one common, outstanding characteristic strength of the hidden champions, it would be the leaders, or more specifically, the incessant drive and energy of those leaders. There is virtually no turnover in these companies. The average tenure of a CEO is 26 years. Once they have selected a narrowly-defined target market, they stick to it. Their knowledge of foreign languages and cultures as well as their internationalization are prerequisites of their business success.
World maps are the favorite wall decorations in their offices.
A sale to a new customer is only the starting point to develop a long-term relationship. They build such relationships on economics and rationality, not emotion and friendship. Trust and mutual respect have paramount importance. Closeness with a customer is thus achieved with performance and interaction. With regard to innovation, hidden champions tend to focus on improving customers processes to help them to reduce costs, increase speed, and improve quality.