On the vertical, there is the level of service either provided by organizations or expected by customers. On the horizontal, there is time. I’m thinking of a 20-year time span from around the early 2000s on the left to say 2020 on the right.
The lower line represents what most organizations have been doing; that is, ensuring they have been gradually but steadily improving their service delivery over time. The upper line indicates what customers have been expecting. As you’ll see, it’s a faster improvement than most suppliers have provided, and it’s ...
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