Value to the Customer

Ron Baker was recently interviewed by Ed Poll of LawBiz Blog who posted the interview (link to MP3) on his site with the following introduction:

Ron Baker, a noted consultant and principal of Verisage (sic) Institute, quotes from Peter Drucker: "What is value to the customer? ...

The customer never buys a product. By definition, the customer buys the satisfaction of a want..." Following Drucker's idea, Ron Baker is the promoter of "The Chief Value Officer" concept. He encourages professional service firms to think in terms of value rather than time. In an interview with Ed Poll, Ron discusses this concept further.