Today's Notable Quote: “Quality in a product or service is not what the supplier puts in. It is what the customer gets out and is willing to pay for. A product is not quality because it is hard to make and costs a lot of money, as manufacturers typically believe. This is incompetence. Customers pay only for what is of use to them and gives them value. Nothing else constitutes quality.”- Peter F. Drucker (1909 - 2005).
No excuses--just results. This is what every company must deliver if they hope to remain in business for any length of time in the 21st Century. The Customer Experience is the ultimate arbiter that determines the health and longevity of an enterprise. Read on for an interesting blogpost from Paul Greenberg's guest blogger, Ellen Filipiak, DirecTV's SVP for Customer Care. Do you think she "gets it?"...True to Her Word: What Do You Think?
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