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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
|
September 1, 1990
It's not just the product. It's the overall customer experience.
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I, the Customer
People know--deeply--what it's like to be the customer. Use that.
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Did We Do it Right?
That's a good question. But there's a key follow-up question that's too rarely asked.
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75 Questions You Should Think About
And one you absolutely can't afford not to think about.
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The Gold Standard
How can you please customers if they can't articulate what pleases them?
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