Remember the 1980’s when quality was the competitive edge? By the 1990’s, many organizations had met the quality challenge to the point that most products/services had become commodities. It was difficult to distinguish between who had the best coffee, cellular telephone, rental car, medical care plan, hotel room; therefore, the competitive differentiation came [...]

You are at a fast food restaurant and step into the restroom. There is water on the floor and countertops. The toilet roll dispensers are empty and the trash container is overflowing. Wouldn’t you start worrying about the food you were about to order?
Every detail of your business’ physical environment “speaks” to [...]