Clients Quote by Peter Drucker
“Quality in a service or product is not what you put into it. It is what the client or customer gets out of it.”
About This Quote
Quality is defined by the customer's experience, not the provider's effort.
In simple terms: Quality equals customer satisfaction.
Key Takeaway
Focus on delivering value.
Themes
quality
customer focus
service
Mood
analytical
pragmatic
Type
business
strategic
When to use this quote
- product development
- service industry
- marketing
Key Concepts
value perception
experience design
customer expectations
Questions to Reflect On
- How do you measure perceived quality?
- What steps ensure customer expectations are met?
A Different Perspective
Customer expectations can be unrealistic.
