Selected
Executive Quotes from ValueSpace
I
don’t believe in customer satisfaction as a goal; it is simply a waste of time
because satisfied customers buy your competitors’ products.... So what I care
about is ‘delivering the best value’ to the customer.
-- Ernie P. Maier, 3M’s Director
of Corporate Development
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The customer sitting at the keyboard at home is already
turning the conventional retailing model upside down. Rather than being pushed
upon by the seller and the supplier, the customer is "pulling" the
product or service of his/her choice through the supply chain. The term
‘customer loyalty’ has been turned on its head. Today, we’re the ones with no
choice. We’ve got to be loyal to customers. The hunter has become the hunted!
-- Jim Kelly,
CEO, UPS
* * * * * * * *
In our industry,
there is this ocean of mistrust between car buyers and dealerships. We are
trying to bridge that gap. We are trying to create a wholesome and trusting car
buying experience for our customers.
-- Michael Jackson, CEO,
AutoNation.
* * * * * * * *
We at 3M make our living by developing products for
specific customer applications. We view and present ourselves as a solution
provider rather than product sellers. We go in, for example, and say to the
customer, 'we are specialists in protection, bonding, masking etc. How can we
improve the way you protect, bond, or mask materials in your own production of
goods that you make?' It is from such dialog that potential applications are
identified. And what can be better performance value than products developed to
precisely match a specific user's specific application need?
--
Kevin Ries, Director of Marketing, Industrial Tapes Division, 3M.
* * * * * * Home
From Day One, when
you identify a client as part of your target market or part of served market,
you plan the things you would take to that client, and how you would grow that
client over the years. We have the goal of converting the prospect into a
customer into a client into a strategic partner. We believe that our growth,
our success, has been the result of what we do after we get the client.
-- Bill
Patterson, Senior VP of Marketing, Xerox Business Services.
* * * * * * * *
Under the ‘16X Quality Improvement’ program, we
literally eliminated repetitive product failures. Now we are attacking random
failures with Six Sigma methodology, continuing to drive defect rates so low
that no competing machine will even come close.
-- James E.
Despain, Vice President, Caterpillar and General Manager, TTT Division.
* * * * * Home
Most companies are
still in the selling mode; they go out there, and sing their song. We have what
I call a ‘reverse executive communication exchange dialog’. We like to explain
our services after we have listened to what the client does, what their
definition of business process improvement is, and what they are really trying
to achieve on a short and long-term basis. When we ask these questions in an
efficient manner, we know up front if there is a DNA match.
-- William R. McDermott, President, The Gartner
Group,
(Formerly Sr.
Vice President, Xerox Business Services)
* * * * * * * *
It’s the Airlines’ Number One Priority to get as
much money as they can for seat 10C; it’s mine to make sure my clients pay as
little as they must.
-- Hal
Rosenbluth, Chairman and CEO, Rosenbluth International
* * * * Home
Take me to online bookstore to buy this
book