Leonard L. Berry Famous Quotes
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Superior execution is vital to sustaining the success initiated by an innovative service concept. An innovator's service quality is usually more difficult to imitate than its service concept. This is because quality service comes from inspired leadership throughout an organization, a customer-minded corporate culture, excellent service-system design, the effective use of information and technology, and other factors that develop slowly in a company, if at all.
Excellence nourishes the soul.
Value equals benefits received for burdens endured.
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.
The first time formal customer research is done, executives frequently are surprised by the sizeable percentage of customers who defect for service-related reasons.
