The following quote was taken from a Duct Tape Marketing blog.
To be considered the service leader in our industry we can’t simply consider our direct competitors, we must consider 
every service provider that also offers exceptional service, they are setting the bar and we must study, model and consider them our competition.
Organizations that are customer centered are very careful about the language and words they use throughout the business and consciously choose specific language when referring to and addressing customers. If marketing is painting a positive customer message and then the owner of the business is constantly putting customers down or complaining about problem customers, the entire customer service mentality will get derailed.
Click here to see the full blog.
