A Quote by Steve Jobs
This is what customers pay us for - to sweat all these details so it's easy and pleasant for them to use our computers. We're supposed to be really good at this. That doesn't mean we don't listen to customers, but it's hard for them to tell you what they want when they've never seen anything remotely like it.
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If you wait for customers to tell you that you need to do something, you're too late. Good business leaders should be half a step ahead of what customers want, i.e. they don't actually quite know they want it. That's what innovation's about. With Plan A, we didn't wait for the consumers to tell us.
Most banks tell their customers that they only pay a small upfront fee for international payments. But in reality, customers pay much more.
Convincing isn't really possible in an age of customer control. Customers hold most of the cards today. They have good visibility into their choices, and they can easily share information with each other. Not only that, they don't like to be sold. But they do like to buy. Your job shouldn't be to convince customers to buy, but to help them buy what they want.
We have to broaden our appeal to more customers than simply high-end customers. We have to understand that, in the aggregate, there are fewer customers out there, so we have to appeal to them all.
Listen to customers and you will hear them. Look carefully at customers and you will see them. Do both and you will understand them.
Customers are still setting the technology agenda. Not just you, our customers, but your customers as well. What more and more are telling you is what kind of services they need, and how and when they want those services delivered to them. And in fact, that is just the beginning.
We have been in contact with our customers, we've been actively talking to them. Our customers are important to us, so we decided to compensate appliance repairs.
Customers pay only for what is of use to them and gives them value. Nothing else constitutes quality.
Quality in a product or service is not what the supplier puts in. It is what the customer gets out and is willing to pay for. A product is not quality because it is hard to make and costs a lot of money, as manufacturers typically believe. This is incompetence. Customers pay only for what is of use to them and gives them value. Nothing else constitutes quality.
Your customers can tell you the things that are broken and how they want to be made happy. Listen to them. Make them happy. But don't rely on them to create the future road map for your product or service. That's your job.
Motivate them, train them, care about them and make winners out of them. We know if we treat our employees right, they'll treat the customers right. And if customers are treated right, they'll come back.
![J. W. "Bill" Marriott, Jr.](/assets/images/photos/avatars/j-w-"bill"-marriott-jr.webp)
There are differences in the businesses themselves, but the fundamentals are the same: give customers a good experience, charge them a reasonable price, listen to them, and treat them with respect.
It's kind of fun at my age to go back and talk to business-school people. I tell them, "I can summarize everything you need to know to lead a major corporation. Are you prepared to write this down?" And then they get all ready. I tell them I can summarize how I succeed as a leader: Listen to your employees, listen to your customers, shut the f - - up, and do what they tell you.
If you ask who are the customers of education, the customers of education are the society at large, the employers who hire people, things like that. But ultimately I think the customers are the parents. Not even the students but the parents. The problem that we have in this country is that the customers went away. The customers stopped paying attention to their schools, for the most part.
Motivate them, train them, care about them, and make winners out of them... they'll treat the customers right. And if customers are treated right, they'll come back.
Clubs have sponsors. They are just there for commercial reasons but the club calls them partners. Then you have the fans. The fans are emotionally involved, they are loyal, and the clubs call them customers. I think fans owning a share of the club would mean the owners know what 'customers' really think and feel.
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