Quality Is More Than Making a Good Product

This article studies the qualities of products and services, and how customers perceive quality. When asked about quality people usually compare you to competitors as humans are better at comparison than objective reviewing.

There are some interesting studies of the needs of people in the 70s and 80s and how their needs/wants changed - and how this generates innovation opportunity (similar to Peter Drucker’s list of innovation opportunities).

The article ends by looking at customer service operations and how to improve them. Looking at them as a sales channel and organising them as such.