Probably the most important management fundamental that is being ignored today is staying close to the customer to satisfy his needs and anticipate his wants. In too many companies, the customer has become a jolly nuisance. Their unpredictable behaviour damages carefully laid strategic plans, their activities mess up computer operations and they stubbornly insist that purchased products should work!

Editor-in-Chief, Business Week

The good news from successful companies is the intensity with which customers ‘intrude’ into every nook and cranny of the business – sales, manufacturing, research and accounting.

What is most striking is the seemingly over-commitment, almost an obsession, to quality, reliability and service. Their dominance in the market place rests on staying close to their customers.

Service, quality and reliability are strategies aimed at customer loyalty and long-term revenue growth


Source: In Search of Excellence, Peters & Waterman