Performance by Kevin McManus

Industrial Engineer’s monthly column about performance improvement (September 2014) 

Wowing customers beats tricking them

The business world is going through a disturbing shift away from being customer-focused – a goal I’m not sure we had completely reached to begin with. Instead of providing great product or service value, it seems like more organizations are taking away what a customer gets while charging more. This game tries to fool, not satisfy, customers.

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