terça-feira, junho 21, 2011

"All this talk of "We deliver value" is garbage!"

"All this talk of "We deliver value" is garbage!"



Gronroos, no final, chama a atenção para um ponto importante:
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Value is created in the customer's sphere... and every time people say "We deliver value, or we deliver added value" that makes you thinking the wrong way, because that makes the person who says like that to think "I'm in charge of whether this is good value or not!"... and that is not correct. The customer is in charge of that!

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