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Business
Customer Value, Customer Focus, Customer Satisfaction
Our Customers Expect "Total Transaction" Quality. So That's What We'd Better Be Building.
The Journal for Quality and Participation
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September 1, 1990
It's not just the product. It's the overall customer experience.
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What it's about is not screwing up. Why should we be defensive about that?
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A Dirty Little Secret
Your people are not--necessarily!--your most valuable asset. But they could be.
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Myths About Customers
Three bits of conventional wisdom we could do without
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