Creating value: service strategy from aristocrats to aviation

This article discusses the importance of customer service in developing a brand. There is a rich history of brands where service has been an integral part of their success, from Josiah Wedgewood in the 18th century to Richard Branson's Virgin Airlines.

Creating value: service strategy from aristocrats to aviation

Laurie Young

Unfortunately history does not seem to record whether, one morning in 1771, the one thousand German aristocrats who received an unsolicited sample with a circular letter from British...

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