In response to: Lessons we might usefully learn from a good food courtIvor, what a great read. We should send you to Hong Kong food courts more often! :) Love your lessons learned: * Understand all the factors and concerns that affect your customers decisions and satisfaction * Continual service improvement is for things that are working well – it isn’t just for things that are failing * The level of your success in good times may not indicate how well you will do in bad times compared to others * Collaborating with your competitors can sometimes make more sense than competing on everything.
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Tiffany Winman 12000065XB firstname.lastname@example.org Tags:  gts service-management customer-perception ibm service-quality 679 Visits
In response to: watching the weatherVery good insights, Ivor. Predeterminiation and zealotry are two human tendencies to constantly keep in check- and that's easier said than done.
A quote by George Bernard Shaw cam to mind as I read your blog: “The only man who behaves sensibly is my tailor; he takes my measurements anew every time he sees me, while all the rest go on with their old measurements and expect me to fit them”
Thanks for sharing your thoughts with us. Looking forward to your insights in 2010!