CHAPTER 17
How Anticipatory Service “Netting” Gets Results
In this and the other three chapters of part IV, we explore the implementation aspect of transforming your culture and brand. The key aspects here are ensuring that your behaviors are aligned with your core vision and values and have integrity. Integrating World Class Excellence requires using all the components of the models we’ve introduced to anticipate the customer experience, recover well when the unexpected happens, lead your employees through a transformation initiative, and sustain continuous improvement to build a lasting legacy of excellence.
Most organizations often talk about ...
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