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Best Practices


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Superior customer service is easiest and cheapest way to build competitive advantage.



When best practices become strategies unto themselves competitive advantage quickly erodes.

If you're too focused on what the next guy is doing you'll miss out on the big leaps forward.


Business metric disasters usually start with the best of intentions.

Why maximum quality isn't the goal.

People don't like positive-negatives. I mean who ever heard of a pleasant disaster or lovely tragedy?

A strategic option that has been both successful and disastrous.


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