Summary of Horst Schulze's Excellence Wins

By IRB Media

Please note: This is a companion version & not the original book. Book Preview:

#1 What the customer wants may seem obvious, but that answer barely scratches the surface of what they are really looking for. If you don't dig deeper, you will miss important signals.

#2 The practice of bringing together focus groups, which is when eight or ten people sit around a conference table giving their opinions, can be more helpful. But the setting is extremely artificial, and the sample size is extremely small.

#3 Pay attention to surveys of customer satisfaction. The feedback can be gathered in various ways: comment cards, follow-up phone interviews, or online questionnaires. The purists would say these are not scientifically random samplings, since people can choose whether or not to cooperate.

#4 The knowledge of what the customer wants is essential for business success. Without it, you cannot serve your market in a way that is superior to the competition.

• Language: English
• Publisher: IRB Media
• Release date: May 14, 2022
• ISBN: 9798822519411

IRB Media

With IRB books, you can get the key takeaways and analysis of a book in 15 minutes. We read every chapter, identify the key takeaways and analyze them for your convenience.

Book preview

Insights on Horst Schulze's Excellence Wins

Contents

Insights from Chapter 1

Insights from Chapter 2

Insights from Chapter 3

Insights from Chapter 1

#1

What the customer wants may seem obvious, but that answer barely scratches the surface of what they are really looking for. If you don't dig deeper, you will miss important signals.

#2

The practice of bringing together focus groups, which is when eight or ten people sit around a conference table giving their opinions, can be more helpful. But the setting is extremely artificial, and the sample size is extremely small.

#3

Pay attention to surveys of customer satisfaction. The feedback can be gathered in various ways: comment cards, follow-up phone interviews, or online questionnaires. The purists would say these are not scientifically random samplings, since people can choose whether or not to cooperate.

#4

The knowledge of what the customer wants is essential for business success. Without it, you cannot serve your market in a way that is superior to the competition.

#5

The people you serve want three things: a product or service with no defects, a process or system that is free of defects, and a memory of your company