Customer Perception: 'Quality' Emerges

Andy Fallshaw and Lina Calabria co founders of Bellroy, discuss the concept of quality and how it relates to their brand. They explain that while 'quality' is a word their customers use to describe their products, they never use it in marketing.

They believe that quality is a complex concept that is difficult to define and can be easily misunderstood. Instead, they focus on creating products that are fit for purpose and meet the needs of their customers. They also discuss the importance of considering the functional, social, and emotional aspects of a product when assessing its quality.

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