? In a service company,important parts of
the,product” are being designed by the
front-liners every time they serve a
customer
? They are uniquely positioned to read
customer needs,You need to provide
them with information (about costs) and
incentives.
? Most companies throw away a lot of
information about customer needs.
? Mistakes,indifference and abuse may
make it too costly to use this information.
? However,the gains are long-term,while
the costs are short-term.