The first time formal customer research is done, executives frequently are surprised by the sizeable percentage of customers who defect for service-related reasons.

The first time formal customer research is done, executives frequently are surprised by the sizeable percentage of customers who defect for service-related reasons.

Management creates an empowered state of mind in the organization by treating employees as part-owners of the business and expecting them to act like owners.

Value equals benefits received for burdens endured.

Excellence nourishes the soul.