Lance Bettencourt
Lance Bettencourt
Lance A. Bettencourt, PhD, is a service innovation consultant and speaker with many of the world's leading companies. He is the author of Service Innovation (McGraw-Hill 2010) and several papers on service and innovation best practices in Harvard Business Review, MIT Sloan Management Review, California Management Review, and others.
Service Innovation – The Experience Is Not Enough
I just got off a flight from Indianapolis to Chicago. Checking my email, I see a survey from American Airlines. They want to know:...