INC: The “4+2 Formula” For Success
INC: The "4+2 Formula" For Success"Quality that significantly exceeds the customer's expectations doesn't seem to pay off. This "delight the customer" stuff isn't rewarding. One has to be careful about delighting customers too often, because it sort of reshapes customer expectations. You're better off being extremely reliable in terms of consistency, meeting the sort of expectations that are implicit in whatever value proposition that you have. Customers are enormously punishing when companies don't meet their expectations."
This relates to Nohria's article in the July issue of HBR: What really works
Permalink | Monday, August 04, 2003
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