This is what I was reading today:
I was able to reengineer Craftsman Custom Metals (CCM) from a high-volume supplier to low-volume, high mix stamping and fabricating company by finding a customer service niche by providing our customers with direct access to decision makers, quick response and the flexibility to make changes.
While going through with the article I realized that there are some basic things in this world which never change. We talk big, we brainstorm with latest software, newest trend, converging this and that. Does every employee in the organization even know that they also need to take utmost care of their customers. Forget practicing it, believe you me, a lot of them don't even know about it.
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