Sears was the former Amazon just about 100 years ago, growing 50-fold within a decade with its world-famous catalog and then transforming from a mailing company to a brick-and-mortar giant.
People and companies have more choices than ever before. If you wish to remain in the race, quality must be more than an assumption; it must become a strategic focus.
Digitization isn't going to take over our day-to-day operations anytime soon; however, if we want to lead in our industry and provide exceptional service to our customers, we better get ahead of this curve, no matter how slow-moving at the moment.
A commitment to stellar customer service is an ongoing process in which resources need to be dedicated to continuous improvement and exceeding customer expectations.