Falling down the quality abyss

by Seth Godin
Attention stops being paid, compromises are made, quality goes down. Expectations aren't met. Expectations are lowered. Customers drift away. Budgets are cut, because there are fewer customers. Quality erodes even more, because there's less to spend, and employees care less. Repeat. The alternative is the quality ratchet: Over-focus on quality. Expectations go up.Read the full article