Some people believe that a leader should delight every customer. Others argue for eliminating defects in products and interactions, or reducing the effort customers spend in dealing with a company. We think these arguments miss the point. Delight, quality and reduced effort may all be part of the package, but the goal of change has to be the creation of promoters. They are the customers who produce the economic benefits for your business. Everything else is simply a means to that end.
Content: Quotation
Authors: Domenico Azzarello, Jeff Melton, Tom Springer
Source: Bain & Company
Subject: Customer Related
Authors: Domenico Azzarello, Jeff Melton, Tom Springer
Source: Bain & Company
Subject: Customer Related
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