The Five Most Important Questions You Will Ever Ask About Your Organization: An Inspiring Tool for Organizations and the People Who Lead Them (Frances Hesselbein Leadership Forum Book 90)

by Peter F. Drucker

information is not enough. It doesn’t capture the quality of the customer experience. Simply managing data about customers is no substitute for ensuring that the customers are satisfied with their experience of the company. An old Chinese proverb says, “If you cannot smile, do not open a shop.”