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... serious about having fun. Dunkin' Donuts does a lot of things right. Having f...there are traffic jams around Dunkin' Donut shops between 7:30 and 8:30 a.m. every d...

...f we go into McDonald's or Dunkin' Donuts, we're upset to find someone in line...

...n for non-business issues. Provide donuts or bagels just outside the workspace...

... serve the customer's interest. Redefining service. The concept of service has changed. Just saying "we're here to serve you" doesn't connect with customers. The issue is now serving customers when, where, and how they want. There was a time when we would wait somewhat patiently in a line at the bank or McDonald's. Not any more. If we go into McDonald's or Dunkin' Donuts, we're upset to find someone in line ahead of us. If we buy something on the Internet, we expect instant confirmation of the transaction. Anything less is viewed as second rate or unacceptable. Next-day delivery has become the standard. Altering communication. Several years ago, it might have taken several hours for someone to get an E-mail; faxing was quicker. Now, at most times ... CompUSA store tells the story. "Where are the computers?" someone asks. They're hidden away in the back, and software takes center stage, along with such electronic devices as PDAs. Computer consulting firms were the first to drop hardware because of paper-thin margins. Next it will be the stores. Whether it's for computers or airline tickets, the ability for customers to use the Web to shop is unequalled. Inflationary pressures are weak, even with full employment and high consumer demand, thus challenging a near-sacred economic dictum. Is the Internet playing a role in keeping prices down? Reducing costs. Whether because of the ability to handle more business with fewer people or the ability to do it faster, the costs associated with doing business are coming down. For example, graphic design firms ...

... serve the customer's interest. Redefining service. The concept of service has changed. Just saying "we're here to serve you" doesn't connect with customers. The issue is now serving customers when, where, and how they want. There was a time when we would wait somewhat patiently in a line at the bank or McDonald's. Not any more. If we go into McDonald's or Dunkin' Donuts, we're upset to find someone in line ahead of us. If we buy something on the Internet, we expect instant confirmation of the transaction. Anything less is viewed as second rate or unacceptable. Next-day delivery has become the standard. Altering communication. Several years ago, it might have taken several hours for someone to get an E-mail; faxing was quicker. Now, at most times ... CompUSA store tells the story. "Where are the computers?" someone asks. They're hidden away in the back, and software takes center stage, along with such electronic devices as PDAs. Computer consulting firms were the first to drop hardware because of paper-thin margins. Next it will be the stores. Whether it's for computers or airline tickets, the ability for customers to use the Web to shop is unequalled. Inflationary pressures are weak, even with full employment and high consumer demand, thus challenging a near-sacred economic dictum. Is the Internet playing a role in keeping prices down? Reducing costs. Whether because of the ability to handle more business with fewer people or the ability to do it faster, the costs associated with doing business are coming down. For example, graphic design firms ...

... serve the customer's interest. Redefining service. The concept of service has changed. Just saying "we're here to serve you" doesn't connect with customers. The issue is now serving customers when, where, and how they want. There was a time when we would wait somewhat patiently in a line at the bank or McDonald's. Not any more. If we go into McDonald's or Dunkin' Donuts, we're upset to find someone in line ahead of us. If we buy something on the Internet, we expect instant confirmation of the transaction. Anything less is viewed as second rate or unacceptable. Next-day delivery has become the standard. Altering communication. Several years ago, it might have taken several hours for someone to get an E-mail; faxing was quicker. Now, at most times ... CompUSA store tells the story. "Where are the computers?" someone asks. They're hidden away in the back, and software takes center stage, along with such electronic devices as PDAs. Computer consulting firms were the first to drop hardware because of paper-thin margins. Next it will be the stores. Whether it's for computers or airline tickets, the ability for customers to use the Web to shop is unequalled. Inflationary pressures are weak, even with full employment and high consumer demand, thus challenging a near-sacred economic dictum. Is the Internet playing a role in keeping prices down? Reducing costs. Whether because of the ability to handle more business with fewer people or the ability to do it faster, the costs associated with doing business are coming down. For example, graphic design firms ...

... serve the customer's interest. Redefining service. The concept of service has changed. Just saying "we're here to serve you" doesn't connect with customers. The issue is now serving customers when, where, and how they want. There was a time when we would wait somewhat patiently in a line at the bank or McDonald's. Not any more. If we go into McDonald's or Dunkin' Donuts, we're upset to find someone in line ahead of us. If we buy something on the Internet, we expect instant confirmation of the transaction. Anything less is viewed as second rate or unacceptable. Next-day delivery has become the standard. Altering communication. Several years ago, it might have taken several hours for someone to get an E-mail; faxing was quicker. Now, at most times ... CompUSA store tells the story. "Where are the computers?" someone asks. They're hidden away in the back, and software takes center stage, along with such electronic devices as PDAs. Computer consulting firms were the first to drop hardware because of paper-thin margins. Next it will be the stores. Whether it's for computers or airline tickets, the ability for customers to use the Web to shop is unequalled. Inflationary pressures are weak, even with full employment and high consumer demand, thus challenging a near-sacred economic dictum. Is the Internet playing a role in keeping prices down? Reducing costs. Whether because of the ability to handle more business with fewer people or the ability to do it faster, the costs associated with doing business are coming down. For example, graphic design firms ...