Peter Drucker (1909 - 2005) is regarded as the ‘founder of modern management’ and is one of the most famous management gurus ever. He wrote 39 books which have been translated into more than 36 languages. He also wrote a regular column in the Wall Street Journal for 10 years and contributed frequently to the Harvard Business Review and The Economist.
Drucker is known for many famous quotes, and below are my ten favourites, which all have relevance to anyone who works in customer service or who runs a business that aspires to provide exceptional service to their customers.
"The purpose of a business is to create a customer."
"The most important thing in communication is hearing what isn't said."
"The aim of marketing is to know and understand the customer so well the product or service fits him and sells itself."
"Rank does not confer privilege or give power. It imposes responsibility."
"Management is doing things right; leadership is doing the right things."
"The entrepreneur always searches for change, responds to it, and exploits it as an opportunity."
"What gets measured gets managed."
"Quality in a service or product is not what you put into it. It is what the client or customer gets out of it."
"The relevant question is not simply what shall we do tomorrow, but rather what shall we do today in order to get ready for tomorrow?"
And my very favourite Drucker quote:
"Because its purpose is to create a customer, the business has two and only two functions: Marketing and Innovation. Marketing and Innovation produce results. All the rest are costs."
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