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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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?