“While few customer offerings have a life, all great products and services have a soul.”

— Kjell A. Nordström

Source: Karaoke Capitalism, 2005, p. 224

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Kjell A. Nordström 3

Economist, writer, public speaker 1958

Jonas Ridderstråle (1966) Swedish business theorist

Source: Karaoke Capitalism, 2005, p. 224

“Product and service quality can be defined as the total composite product and service characteristics of marketing, engineering, manufacturing, and maintenance through which the product and service in use will meet the expectations of the customer.”

Armand V. Feigenbaum (1922–2014) American businessman

Variant: Product quality can then be defined as: The composite product characteristics of engineering and manufacturing that determine the degree to which the product, in use, will meet the expectations of the customer.
Source: Total Quality Control, 1983, p. 7

“As a maid (in maid café), you have to be in your best behavior and always have the best customer service game on while smiling for the entire day and interacting with patrons.”

Angel Chooi Malaysian teacher, model, online streamer and cosplayer

Source: Angel Chooi cited in " The rise of maid cafés in Malaysia and why it’s actually kinda cool https://eksentrika.com/maid-cafe-malaysia-king-angel/" on Eksentrika.

“Expertise now resides in fanatical customers. The world's best experts on your product or service, don't work for your company. They are your customers, or a hobby tribe.”

Kevin Kelly (1952) American author and editor

Out of Control: The New Biology of Machines, Social Systems and the Economic World (1995), New Rules for the New Economy: 10 Radical Strategies for a Connected World (1999)

“All that was clear that the profits to be had from smart people making complicated bets overwhelmed anything that could be had from servicing customers, or allocating capital to productive enterprise.”

Michael Lewis book The Big Short

Epilogue, Everything Is Correlated, p. 258
The Big Short (2010)

“Authentic marketing is not the art of selling what you make but knowing what to make! It is the art of identifying and understanding customer needs and creating solutions that deliver satisfaction to the customers, profits to the producers, and benefits for the stakeholders. Market innovation is gained by creating customer satisfaction through product innovation, product quality, and customer service. It these are absent, no amount of advertising, sales promotion, or salesmanship can compensate.”

Philip Kotler (1931) American marketing author, consultant and professor

As cited in: Jay Conrad Levinson (1999), Mastering Guerrilla Marketing. p. 218
Marketing Management: Analysis, Planning, Implementation and Control, 1967