Study findings show that strong leadership systems focus on customers, motivate employees, and implement their customer service vision. They also focus great attention on gathering the information needed to track customer satisfaction, and employees overall performance. Customer service should be designed and delivered seamlessly from the customer's point of view. Customer-driven operations lead to success. Decentralized, uncoordinated customer service provision makes for a most frustrating experience for customers.

Great food, high-traffic location, and super decor -- all are important to the restaurant business. If you take a close look at what separates the most successful restaurants from the less successful, you will find that all excel on these parameters. In successful organizations, the voice of the customer drives operations. In this paper, I am presenting two different personal customers service encounters, one at McDonald's, and...