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Customer Intimacy vs. Customer Satisfaction

CO2

These paths are clearly and effectively outlined by Fred Wiersema and Michael Treacy in The Discipline of Market Leaders: Choose Your Customers, Narrow Your Focus, Dominate Your Market : 1) Operational Excellence – Lowest Cost. 3) Customer Intimacy – Best Overall Solution.

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Standard Operating Procedures Can Make You More Flexible

Harvard Business Review

Most people think standard operating procedures are a strait jacket that limits their flexibility. They can actually make it easier to tailor customer experiences at low cost. The Cleveland Clinic cleverly uses standards to deliver operational consistency, reliability, and low cost. Customers Health Operations'