"Our experience and a growing mountain of evidence clearly say you can count on these four facts:

(1) your customers expect sharply higher levels of service/quality;

(2) your competitors are already working flat out (or getting ready to) to entice your customers with higher perceived value than you have been offering;

(3) to the victor will go the spoils;

(4) no matter where you currently sit in your industry, if your organization doesn't have an aggressive plan to dramatically improve your service/quality levels, you are already behind and in serious trouble."

- Jim Clemmer, Firing on All Cylinders