We complain that “it” is disappearing. We all want more of “it.” When asked to define “it,” we say, “I’ll know `it’ when I see ‘it’.” Organizations want to be known for delivering high levels of “it.” Many understand that “it” will increasingly determine their success. Team members would like to be known for delivering […]Read post »
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Tagged with 'The Marketing Imagination'
Customer service and quality is one of todays most talked about and least understood concepts. Service/quality is a very slippery concept. It’s exasperatingly difficult to define and a source of great confusion to many managers. There’s a wide range of differences in premises, concepts, and even in the meanings of key words. Definitions of “service/quality” […]Read post »