Chapter 13

Selected Quotes

· “A company that commits itself to quality becomes so customer focused that it manages its operations according to its customers definition of quality.”

· “The only strategy for sustained growth is high [customer] retention. If you’re serious about fostering loyalty . . . find out how to deliver far better value to your most important accounts.”

-Frederick Reichheld

· “We’re losing all across the board—steel, textiles, electrical machinery, paper, lumber—you name it. And . . .when you’re losing a war, the first thing you do is to try for a truce before you bleed to death. Right now we’re playing innocents abroad in a trade world that is definitely not innocent.”

-Caesar Ritz

Swiss cow herder who later created hotels bearing his name

· “Drive thy business; let it not drive thee.”

-Benjamin Franklin