"In a lot of cases, as in Tom and Nicole's case, the tabloids were about to break the story, so they said just let the news out. And they called organizations such as ours."

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Again, your challenge is not just to improve. It is to break the service paradigm in your industry or market so that customers aren't just satisfied, they're so shocked that they tell strangers on the street how good you are.

— Jack Welch