Pages 124- 126, from Chapter 11 "Perspective" in Ingredients of Outliers The Almighty Customer Ask anyone in business, from the proprietor of the corner convenience store to the CEO of a multi-national corporation, what the key to the success of that business is and the answer to your question is likely to be “customer satisfaction.” Entrepreneurs and corporate executives brag about their customer service in such terms as “knock their socks off,” “outrageous,” “unexpected,” “above and beyond,” etc. The headline of a feature article in a recent issue of SUCCESS magazine (August 2012) … [Read more...]