What do customers really want? LO6020

Thu, 7 Mar 1996 03:17:38 -0500

Replying to LO5999 --

irt: bhobler@cpcug.org (William J. Hobler, Jr.), Thu, Mar 7, 1996 2:25 AM EST

To serve customers one has to get past what the customer wants, or says
they want and develop an understanding of what they are trying to achieve.
And there may be several levels of this. Then develop a means of serving
what they are attempting to achieve.

The point that continues to bring be back to this realization, which I
think comes from Theodore Levitt, is:

People buy drill bits, not because they want drill bits, but because they
want holes!

Gene Bellinger



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