Delivering Excellent Service: Lessons from the Best Firms
总结了十家标杆服务企业实现卓越服务的十条经验，展示它们如何满足并超越客户不断上升的期望，可供任何追求服务卓越的组织借鉴。
Delivering excellent service is a challenge for most organizations. While many aspire to it, the evidence from customer satisfaction surveys indicates that too few firms are able to deliver service excellence. On the other hand, some organizations consistently deliver excellent service. This article reviews ten lessons these benchmark service organizations have learned and shows how these organizations use them to meet and exceed the ever-rising expectations of their customers. These lessons can be emulated by any organization seeking such excellence.