When the customer unwraps the new product from your organization and tries it out is he or she happy the first time? Is the person still happy after 50 times or 500 times? Does the person brag to his or her friends about the service from your organization? If not, you will end up with a weaker brand than you could have had.
Dan Coughlin's Blog on Beating Yesterday
Excellence is doing the best you can at whatever you're doing while simultaneously learning how to do it better the next time.
