Most writers and speakers about customer service are focused on simply describing it, rather than paying attention to how to create the leadership characteristics that they want companies to develop. Their work seems to manifest itself mostly in generalizations and to imply that those generalizations will always work for your organization. Beware of what seem to be shortcuts.

Tomorrow’s success does not come from yesterday’s thinking. Dramatic change can only happen through commitment to a heuristic system which enables organizations to focus on designing products and services driven by customers’ needs.