Customer-centered problem solving |
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Authors: | Samelson Q B |
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Institution: | Motorola's Automotive and Industrial Electronics Group, Northbrook, Illinois, USA. |
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Abstract: | If there is no single best way to attract new customers and retain current customers, there is surely an easy way to lose them: fail to solve the problems that arise in nearly every buyer-supplier relationship, or solve them in an unsatisfactory manner. Yet, all too frequently, companies do just that. Either we deny that a problem exists, we exert all our efforts to pin the blame elsewhere, or we "Band-Aid" the problem instead of fixing it, almost guaranteeing that we will face it again and again. |
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