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| One of IBM's three Basic Beliefs
in the late 20th century was to provide the "best
possible service to our customers." Former
Chairman Thomas J. Watson, Jr., reminisced about
that concept and a related IBM newspaper advertisement
when he said in 1993: "That idea of service
was so ingrained in every one of us that there wasn't
any of us who wouldn't jump out of bed to go try
and pacify a customer or get out a payroll account
or anything else. As you get old you tend to take
everybody's good ideas that they whisper to you
and think you concocted it yourself. But whoever's
idea it was, it was a great ad. It was a full-page
ad in most newspapers in America and it just said:
'IBM Means Service' " Another former IBM Chairman,
Louis V. Gerstner, Jr., said of Tom Watson a short
time later: "Perhaps the most important legacy
of his leadership can be summed up in just three
words: 'IBM means service.'" Here is the celebrated
ad as published in the New York Daily Mirror
on January 4, 1949. (VV2063) |
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