Are You Managing the Operation

A focus on experiential service can help you bridge the "Value Gap."

Or are you managing the experience? That's a question readers of this magazine should ask of themselves and of their staff on a regular basis.

The answer, of course, is that you need to manage both. But the experience side of the challenge often gets short shrifted, especially in an era when cost management and operational efficiency are so

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TAGS: Marketing
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