“Our social mission as a manufacturer is only realized when products reach, are used by, and satisfy the customer… We need to take the customer's skin temperature daily.”

— Matsushita Konosuke

Kōnosuke Matsushita in: Nihon Seisansei Honbu (1984), Strategies for productivity: international perspectives, p. 124

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Matsushita Konosuke 11

Japanese businessman 1894–1989

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

“In business, the followers are the customers. To produce these customers, the entire corporation must be viewed as a customer-creating and customer satisfying organism. Management must think of itself not as producing products but as providing customer creating value satisfactions. It must push this idea (and everything it means and requires) into every nook and cranny of the organization.”

Theodore Levitt (1925–2006) American economist and professor at Harvard Business School

Source: Marketing Myopia, 1960, p. 20-21

“Its character is the skillful commingling of customs useful to society, customs which have no need of law to insure respect, with other customs useful only to rulers, injurious to the mass of the people, and maintained only by the fear of punishment.”

Peter Kropotkin (1842–1921) Russian zoologist, evolutionary theorist, philosopher, scientist, revolutionary, economist, activist, geogr…

Source: Law and Authority (1886), II
Context: Legislators confounded in one code the two currents of custom of which we have just been speaking, the maxims which represent principles of morality and social union wrought out as a result of life in common, and the mandates which are meant to ensure external existence to inequality.
Customs, absolutely essential to the very being of society, are, in the code, cleverly intermingled with usages imposed by the ruling caste, and both claim equal respect from the crowd. "Do not kill," says the code, and hastens to add, "And pay tithes to the priest." "Do not steal," says the code, and immediately after, "He who refuses to pay taxes, shall have his hand struck off."
Such was law; and it has maintained its two-fold character to this day. Its origin is the desire of the ruling class to give permanence to customs imposed by themselves for their own advantage. Its character is the skillful commingling of customs useful to society, customs which have no need of law to insure respect, with other customs useful only to rulers, injurious to the mass of the people, and maintained only by the fear of punishment.

“In a startup, founders define the product vision and then use customer discovery to find customers and a market for that vision.”

Steve Blank (1953) American businessman

Source: The Startup Owner’s Manual (2012), p. 25.

“Don't find customers for your products, find products for your customers.”

Seth Godin (1960) American entrepreneur, author and public speaker

“If you want to stay in business, satisfy customers. If you want to excel in business, delight customers.”

Ron Kaufman (1956) American author and consultant

Lift Me UP! Service With A Smile (2005)

“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

“The difference between marketing and selling is more than semantic. Selling focuses on the needs of the seller; marketing on the needs of the buyer. Selling is preoccupied with the seller’s need to convert his product into cash; marketing with the idea of satisfying the needs of the customer by means of the product and the whole cluster of things associated with creating, delivering and finally consuming it.”

Theodore Levitt (1925–2006) American economist and professor at Harvard Business School

Source: Marketing Myopia, 1960, p. 10

“I always want to know whether the customers are satisfied; customer satisfaction is, after all, my ultimate goal!”

Niki Lauda (1949–2019) Austrian former Formula 1 racing driver

“Our competitors are always saying that Nintendo is just for children. To counter that, what we really need to do is explain to customers and potential customers [that we do not just make games for kids].”

Satoru Iwata (1959–2015) Japanese video game programmer and businessman

“Our social mission as a manufacturer is only realized when products reach, are used by, and satisfy the customer… We need to take the customer's skin temperature daily.”

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Matsushita Konosuke 11

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