In doing so, it adds or improves properties the enhance the value of the firm as described by Ms. Merchant in her book: innovation, experimentation, work ethic, customer satisfaction, etc.

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German insurance provider ERGO has built an in-house app for iPhone that thousands of agents use to process insurance claims, which has significantly reduced paper work and improved processing time and customer satisfaction.

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Another interesting thing about this different way of managing is that when everyone in the organization is focused on delighting the customer, this creates a great deal more job satisfaction for competent employees than work that is centered on making money for the shareholders.

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Work is underway on initial tasks, including identifying and providing performance and customer satisfaction measurement tools to improve service delivery and more.

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She gave Robert Meyers , then chief financial officer, 30 days to work up a plan on how to improve service--then made him head of customer satisfaction to execute it.

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