L'art de (se) diriger ( le blog de Laurent Pellegrin)

The firms that successfully differientiate themselves through exceptional customer service have distinctive characteristics in common. Here are a few :

• They focus on how to improve customers lives.
• Their knowledge and expertise are their strengths (not products).
• They are happy to have a select group of customers.
• Customers want the best solution for them - not necessarily "the best".
• Customers are willing to pay a premium for such devices.
• The culture is driven by the client.
• Employees are empowered to delight the customer.
• Employees build relationships with customers for the long term.

Source : 6 habits of Highly Successful Managers, Cioffi and Willig, op. cit.