Its not what you do, but the way that you do it
The survey reveals that having the best minds on the job, being flexible and adapting to the market and business innovation are key differentiators for successful businesses (Figure 4). It is these attributes that enable them to constantly put themselves into the customers agenda and mindset, and to create a seamless interface between the customers objectives and the delivery This very much reflects the idea of creating customer delight. World class service is all about delivering that unexpected added value to the customer experience. The challenge, and the secret of success, is to keep it moving forward because todays delight becomes tomorrows expectation. The successful companies constantly push out the barriers this is where business and management innovation come to the fore. The concept of business innovation is fast gaining ground as it is increasingly recognized as being the key to building sustainable advantage. Exceptionally successful companies have found ways of harnessing innovation and creativity in everything they do, to ensure not only that the products or services that they sell are constantly refreshed, but also that their business and management processes are dynamic and mobile. It is this characteristic in businesses that enables them to achieve the necessary flexibility to adapt to rapidly changing market conditions New products and services can be reverse engineered and eventually copied. They may delight the customer now but for how long? Really creative processes, however, are far more difficult for competitors to copy because they are hidden within the inner workings of the firm.
They are Globalized: Even though a company can function pretty well in a national economy the most successful companies can compete worldwide. They do this through the use of telecommunications strategies, virtual offices and catering their services to the culture they are selling in. They are Price Sensitive: Strong companies know what they can charge and offering premium services for their premium products. They earn a higher margin of profits and brand their products. Having a brand name allows people to recognize their products as superior