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Energising Leadership

In: Energise Your Enterprise

Author

Listed:
  • Peter Wickens

Abstract

The old world was simple — we used to compete on price; then the Japanese came along and started beating the pants off us on quality; then we tried to differentiate ourselves on service (remember the ‘old days’ when we thought it was enough to ‘delight your customers!’), and then found that everyone had the same idea; now we try to provide customers with a service they have no right to expect!

Suggested Citation

  • Peter Wickens, 1999. "Energising Leadership," Palgrave Macmillan Books, in: Energise Your Enterprise, chapter 2, pages 26-40, Palgrave Macmillan.
    • Handle: RePEc:pal:palchp:978-1-349-14920-9_3
    DOI: 10.1007/978-1-349-14920-9_3
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