“The responsiveness of a firm to the consumer is directly proportionate to the distance on the organization chart from the consumer to the chairman of the board.” OrganizationDistanceConsumersFirmCorporationsBoardsChairmanResponsiveness Author:Virginia Knauer
“The consumer is getting fed up with shoddy material, poor quality, unsafe products, bad service, weak warranties, lack of adequate information -- the whole gamut of such problems.” WholeProblemPoorQualityInformationMaterialsProductsWeakConsumersFedsAdequateFed UpUnsafePoor QualityWarrantyBad Service Author:Virginia Knauer
“Consumer confidence in an industry can be a very fragile thing. It only takes a few builders who promise but don't deliver, who cheat rather than perform, who delay until the warranty expires rather than repair, to damage the reputation of an entire industry.” IndustryPromiseReputationConsumersDamageFragileCheatDelayBuilderFragile ThingsWarrantyConsumer Confidence Author:Virginia Knauer
