Experiencing World Class Service Excellence
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customers? How closely were companies listening to their customers? What were they doing about it? What evidence was there of the customer manifestly influencing what the company was doing? – ‘Customer Pull’.
Inevitably some visits were more fruitful than others in providing input for the analysis and much information had to be taken at face value. Quantitative performance data was almost universally absent.
The Visits
Stew Leonard’s
Format of Visit
Tour of store with introductions from heads of sections (coffee, bakery, fish etc.)
Classroom presentation by Stew Leonard’s daughter
Time –half day
Location: Yonkers New York
Context
Founded 1969
Graduated from doorstep delivery of milk
Invested everything to fund first store
Mom & Pop store to world class cited by Tom Peters
Three
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