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Bio

Lance A. Bettencourt is a strategy adviser with Boynton Beach, FL-based Strategyn. His new book (from McGraw-Hill) is Service Innovation: How to Go From Customer Needs to Breakthrough Services.

Lance A. Bettencourt

Articles by Lance A. Bettencourt

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  • How Do Customers Experience Your Service?
    A trip through Shanghai's Pudong International Airport gave Harvard blogger Lance Bettencourt insight into customer service
  • Four Innovation Questions
    Ironically, the zeal to create unsurpassed services often handicaps businesses. You can avoid that trap by asking yourself these four things, says…

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