The story
Toyota's famous assembly-line principle: any worker can stop the line to fix a defect. Quality and speed both win.
A signature Jeff Moss story used to anchor the principle that customer success cultures must let team members flag problems with playbooks, methodologies, or processes, and must actually update them in response.
Jeff Moss
Founder, Expansion Playbooks. A decade studying customer retention and expansion data from 75+ recurring revenue businesses.