To use Wharton professor Adam Grant's estimates, about 35% of the business workforce is comprised of takers. These are folks who are out for their own interest. Among their numbers are leaders who are driven more by ego than empathy. Some are self-promoters who are quick to take credit for the work of others, who twist reality to suit their interests, and who care about power more than people.

The vast majority of "customer-focused" initiatives reek of a taker mindset. Most of them are nothing more than thinly-veiled efforts to boost sales and/or automate marketing. They do not think of customers' interests first. They do not give major new benefits or services to customers. They seek to take more money out of people's wallets.

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