100 Great Business Ideas: From Leading Companies Around the World (100 Great Ideas)

Market leadership is about actively managing

value drivers

. This is

Doing good work within the business (“internal service more difficult to define, but they directly influence your future.

value”)

Employee satisfaction

Good products and service

Customer satisfaction

Customer loyalty

Employee retention Employeeproductivity

Revenue growth Profitability

THE SERVICE PROFIT CHAIN (SPC)