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Having a problem determining how to deliver your services in a way that consistently satisfies your customers? Maybe the trouble lies in how the solution is framed.  A suggestion from Lance Bettencourt, author of Service Innovation: How to Go From Customer Needs to Breakthrough Services, explains an enticing framework of opportunity:

“When conflicts arise in satisfying customers’ outcomes, they should be viewed as opportunities to take a new service delivery approach that challenges conventional industry wisdom.”

Bettencourt has crafted a fine book for service business owners seeking steps to address those opportunities. An exp

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Volkswagen Golf VI named ‘safest’ vehicle for car insurance customers The Volkswagen Golf VI has finished top of a list compiled by Euro NCAP of the safest vehicles for car insurance customers in 2009.

Close behind the VW Golf VI were two hybrid models, the Honda Insight and the Toyota Prius, while in fourth place was the Hyundai i20.

Euro NCAP crash-tested 33 car models using up a total of three cars, three front seats, four child seats and an array of spare parts per model.

To reach a final verdict the car model is usually put through four crash tests, a component test and is assessed by an inspector.

Dr Michiel van Ratingen, secretary general of Euro NCAP, said: “This is the first time we can calculate results that demonstrate an overall safety performance.

“Even though these cars excel in different areas of safety, their presence in the top five list indicates that they are among the top safety achievers of the year.”

The design of the VW Golf VI is said to be more aerodynamic, helping fuel efficiency, and is quieter than the previous version.

The Policy Shop. Read more…

Ford Transit Connect LCV most likely to fail MOT for van insurance customers The Ford Transit Connect was the vehicle most likely to fail its first MOT in 2007 according to data published by the Vehicle and Operator Services Agency (VOSA).

Statistics from the Vehicle and Operator Services Agency showed that 30.5 per cent of three-year-old Transit Connects were not considered roadworthy by MOT examiners in 2007.

There was more bad news for Ford further down the list, with 26.3 per cent of Transits also likely to flunk a maiden MOT in 2007.

Ford defended the data in an interview with Motor Trader and said: “The MoT test is an annual inspection of road worthiness. Read more…