Generated image of a meteor en route to collide with earth

When Customers Collide

by Issue: May / June 2017

If your company can be counted among the many that have adopted the language of “internal and external customers” as a method to improve service quality delivery, you may be inadvertently doing harm to your organization. Businesses will fail if they can’t win consumers in the marketplace while at the same time delivering bottom-line results. But in today’s marketplace, consumers have rising expectations: they are not just demanding that businesse...