Lancefield on the Line cover image

Roger Martin: Thinking afresh about business

Lancefield on the Line

00:00

What's the Best Choice for Customer Service?

The great ceo understands that that is choice. And that person who s the the customer service personnn, in a bank, the bell hopping in four season, they have to make excellent choices. The people farther up ar are one step better than the people below them at understanding how the pieces of the puzzle fit together. But not everybody, it's a free for all for everybody.

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