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Customer CEO: How to Profit from the Power of Your Customers by Chuck Wall

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5

The Power of Performance

Key Customer CEO Question:

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Things either work or they don’t. For customers, there really is no middle ground. The question is why there are so many products that don’t work.

In theory, it seems simple enough. The Baldrige Performance Excellence Program is dedicated to improve the competitiveness and performance of U.S. organizations. It defines product performance as “performance relative to measures and indicators of product and service characteristics important to customers. Examples include product reliability, on-time delivery, customer-experienced defect levels, and service response time.”1

Yet, most experts ...

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