HPMD Quotes & Sources
"Quality is important, to be sure. So is absolute response time. And price. But at least as important as any of these is keeping your word. In fact, I've boiled it down to a simple formula:
CP = D/E.
Customer perception (CP) equals delivery (D) divided by expectation (E). Maximizing CP [by under-promising and over-delivering] is essential in the squishy, real world, where perception of the intangibles is really everything."
Short Quote:
"Customer perception (CP) equals delivery (D) divided by expectation (E). Maximizing CP [by under-promising and over-delivering] is essential in the squishy, real world, where perception of the intangibles is really everything." --Tom Peters
© Copyright 1996, 2000, HP Management Decisions Ltd., All Rights Reserved.
| Author: | Peters, Tom |
| Title: | Thriving on Chaos |
| Periodical: | |
| Volume: | |
| Number: | |
| Publisher: | Knopf |
| Place (City): | New York |
| Publication Date: | 1987 |
| Pages: | 98 |
| Source Type: | Book |
| Quote Number: | 102 |
| Categories: | Customer Service |
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