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What Great Service Leaders Know and Do by Leonard A. Schlesinger, W. Earl Sasser, James L. Heskett

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CHAPTER 2Shaping Service Strategies That Deliver Results

What great service leaders know: customers buy results and value, not services or products.

What great service leaders do: they focus on results and value for the right customers, as well as on the employee and customer value equations that produce them.

Some organizations clearly know to whom they will and, more importantly, will not sell their services. Private banking organizations impose minimum limits on the available wealth of the customers they will accept into their investment counseling and management programs. The advertising agency TBWA\Chiat\Day passes up prospective clients who are not interested in its philosophy of “disruption” that the organization applies in designing and ...

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