Five things inspired by – Rip Van Winkle
Anita Ruddick, who created the Body Shop business, once told me that all the advances we see in our businesses should be seen as “stairways to the stars” – each advance having a higher trajectory.
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Five things about – Service quality
Delivering a quality service or product requires constant management of the whole delivery chain, from order taking to ultimate delivery. Knowing the gaps described by Parasuraman can be a useful insight for executives.
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Five things about – Customer focus
Some might argue that you need to deliver what customers value and others might say that the customer is always right. The Parasuraman Gap model takes these issues into consideration and presents the issues facing businesses when delivering services or goods to customers.
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