CHAPTER 1
Your Customer Really Is the Key
What creates a consistently successful organization? In our extensive work with a wide range of organizations in the private sector (including hospitality, retail, healthcare, transportation, and food and beverage) and the public sector (at the federal, state, and local levels), along with companies based in dozens of countries, we have noticed some transformative yet timeless concepts that all world-class organizations share. What does this mean for your organization? There is much that you can learn from others, but you cannot cookie-cutter your way to long-term success. Like every other organization, ...
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