Quotes in customer focus
Our mission statement about treating people with respect and dignity is not just words but a creed we live by every day. You can't expect your employees to exceed the expectations of your customers if you don't exceed the employees' expectations of management.
Training for a job must teach the customer’s needs
In software, we rarely have meaningful requirements. Even if we do, the only measure of success that matters is whether our solution solves the customer’s shifting idea of what their problem is.
New product and new types of service are generated, not by asking the consumer, but by knowledge, imagination, innovation, risk, trial and error on the part of the producer, backed by enough capital to develop the product or service and to stay in business during the lean months of introduction.
The aim proposed here for any organization is for everybody to gain - stockholders, employees, suppliers, customers, community, the environment - over the long term.
You don't find customers for your products. You find products for your customers.
If advertisers spent the same amount of money on improving their products as they do on advertising then they wouldn't have to advertise them.
no one can guess the future loss of business from a dissatisfied customer. The cost to replace a defective item on the production line is fairly easy to estimate, but the cost of a defective item that goes out to a customer defies measure.
No defects, no jobs. Absence of defects does not necessarily build business… Something more is required.