Added On: Saturday, May 13, 2006

Now here is something to think about

Customer expectations must be identified, understood, and managed more carefully than ever before. Internally, outstanding performance often creates a tendency to rest on one's laurels; externally, customers will take features, once lavished with praise, for granted. The key is to learn what you look like through the customer's eyes.

All this and more in the The Paradox of Excellence

1 Comments:

Blogger spunz said...

so true....so god damn true!

8:10 PM  

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