Experiencing World Class Service Excellence
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difficult. For many, the well being of their company was under threat.
Business Models
Business models were consistently well defined niches ranging from the extended ‘mom and pop’ store of Stew Leonard’s to the low cost model of Southwest Airlines.
In all cases their origins were in an innovative definition of the markets they were in, the customers they were serving and how they chose to deliver their proposition.
In some cases these models appeared to be tiring and strategic renewal was becoming a necessity. There was a sense, also, that some of the models risk becoming jaded although there is no particular evidence of consumer backlash for the time being.
Well-communicated and shared values were an explicit part of the Business Models. Leaders personified these and put great emphasis on removing the perceptual and actual gaps between leadership,
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