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Organizations that achieve both market and operating focus are nearly unbeatable Customers don’t buy products or services. They buy results. They were designed to break what Schlesinger and his colleagues called the cycle of failure practiced by many of Au Bon Pain’s competitors who paid their employees and managers low wages, offered them little training and other support, and suffered high turnover of employees and limited customer loyalty as a result.

- James L. Heskett, W. Earl Sasser and Leonard

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