View from the top: Exceeding expectations
The debate over short-termism and shareholder value that has been echoing around the nation's boardrooms of late, could and should have a profound impact on the way we promote customer service.
The argument goes that shareholder value is no longer the Holy Grail and should be "a result not a strategy" — the words of none other than former General Electric chief, Jack Welch. So there is now a
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