I read Craig Terrels and Arthur Middlebrooks book entitled, Market Leadership Strategies for Service Companies. Definitely worth the read.
I am struck immediately by the trap they say many service companies fall into, namely of “doing things better.”
The need for constant improvement in process, quality, cycle time and a host of other operational activities has not necessarily helped to improve market share and profits. It has however created a “commodity” mentality into our businesses.
I am sure that many of us have
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