Research defines "How good service has to be"
February 24, 2013 | 02:19 PM

Indeed there is no substitute for knowing the customers. Since higher levels of service "cost", it's important to determine what levels are required by your customers. Then decide how much you want to exceed them. I was playing with the concept of "Just Good Enough Customer Service" (JGECS) as a business concept.

Robert Bacal