We run the company by questions, not by answers.
Eric SchmidtRead
We used to think that the enterprise was the hardest customer to satisfy, but we were wrong. It turns out, consumers are harder than the enterprise because the consumer will not give you a second chance.
Interpretation
What this quote means
Meeting consumer expectations is crucial as they are less forgiving than enterprise clients.
This quote highlights the misconception that enterprise clients are the most demanding customers. In reality, individual consumers often have higher expectations and are quicker to disengage if their needs are not met, indicating that businesses must prioritize customer satisfaction to succeed.
Themes
ConsumerSatisfactionEnterpriseExpectationsCustomers
In practice
Example use cases
During a company meeting to discuss customer service policies.
More from Eric Schmidt
All quotes βWhen the Internet publicity began, I remember being struck by how much the world was not the way we thought it was, that there was infinite variation in how people viewed the world.
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For those who say you're thinking too big... be smart enough not to listen. For those who say the odds are too small ... be dumb enough to give it a shot. And for those who ask, how can you do that?... look them in the eyes and say, I'll figure it out.
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The Internet is the first thing that humanity has built that humanity doesn't understand, the largest experiment in anarchy that we have ever had.
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The characteristic of great innovators and great companies is they see a space that others do not. They don't just listen to what people tell them; they actually invent something new, something that you didn't know you needed, but the moment you see it, you say, 'I must have it.'
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People who bet against the Internet, who think that somehow this change is just a generational shift, miss that it is a fundamental reorganizing of the power of the end user. The Internet brings tremendous tools to the end user, and that end user is going to use them.
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