New MSI Blogger: Lance Bettencourt

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New year, new blogger! Our newest addition to MSI blog is Lance Bettencourt, former marketing professor turned innovation consultant, who sees the business world through customer service lens. 

Lance applies his academic and practical expertise in helping companies differentiate their products and services through understanding customer needs. He believes in sharing innovative ideas, which he has done extensively through his book, Service Innovation, academic publications and executive education sessions.  

On his Service360 blog he writes about customer service, customer needs and theoretical guidelines for succesfully adressing these aspects.  

For a view of his full MSI archive, please click here.