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How GE Teaches Teams to Lead Change
Applying the principles of a change-management program.
Putting the Service-Profit Chain to Work
Building customer satisfaction and loyalty while assessing impact on profitability and growth.
The Four Things a Service Business Must Get Right
A study revealing the principles of the world's best service companies.
Understanding Customer Experience
Companies that regularly monitor and improve customer experience gain bottom-line benefits.
Serve Your Customers—Efficiently and Profitably
How companies are improving customer service without sacrificing efficiency.
Breaking the Trade-Off Between Efficiency and Service
How should service providers respond when customer needs vary?