On The Other Side of Service Basics

“When USA Today, Temkin Group, and Business Week all picked Amazon.com as the #1 best service company—an on-line fulfillment company—it’s proof good old fashioned service is dead.” The comment sounded like a “kids are going to the dogs” statement someone’s grandfather might make. But, it was coming from a non-computer savvy physician in one of our client focus groups.

Suddenly others in the room jumped into the discussion with jubilant praise for Amazon.com. “Their website is so easy,” “I al...