Horst Schulze

But what did I train?

I trained what I knew the customer wanted, not what I want.

Not that I want.

Come on, I have been on many boards and most CEOs, or nearly all, full of egos, full of emotion, full of insecurities like we are as human beings, but has no respect that the employees and the customer has the same thing.

What does the customer really want from you?

What do they really want?

I spoke to classic hotels of America not long ago.

And before me was a speaker who said, everything is new, forget everything.

Everything is technology, technology, everything is new.

20 times, forget all your new.

If you're not in technology today, you are lost.

I was the next speaker and I said, nothing is new.

Because you see, 5,000 years ago, human beings wanted to be respected.

And this was true this morning and a minute ago, tomorrow and in 5,000 years from now.

And if my technology helps you, my customer, to tell you that I respect you and at the same time care for you and do my best for you, that's what it's all about.

It's caring.

And guess what?

There are studies, an American consumer study that's not very old, where 80% of consumers says, I deal with you if you care for me, even if I could buy the same product next door for less.

So in the end, in organizations, the respect for an organization is how I care for people, because that creates trust.

People talk about loyal customers.