chapter 5anticipatory customer serviceyour culture

i hope this news isn’t too dispiriting, but just about any business advantage you pride yourself on can be copied by a competitor. The only question is when your competitors are going to get around to it.

The culture of your company is the exception to this rule. Strong company cultures are overwhelmingly knockoff resistant. At last chapter’s standard-bearer, Apple, insiders such as former Senior Vice President Jay Elliot credit much of the company’s success in retailing to the cultural fit Apple looks for and inspires in its personnel: With a team that’s totally wedded to the Apple culture, Cupertino doesn’t need to sweat the imitation Apple Stores now popping up with identical furniture and ...

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