MiniLuxe – “Starbucking” the nail salon
MiniLuxe – a Boston-based company aiming to “Starbuck” the $9 billion dollar nail salon industry by providing self-care services with great quality and consistency.
Service
Hai Di Lao: Service Beyond Imaginations
How a hot pot chain creates and captures value from focusing on customer services in China?
Surf Air – Subscription Private Airfare
Surf Air has proven to be a game changer in an era where commercial air travel has come to be detested.
Zappos – Powered by Service but Stunted by Recent Changes?
Zappos has effectively set the standard for other e-commerce operations and, with annual sales in excess of $2 billion dollars, it’s clear that Zappos has been able to align its business and operating models. However, as they continue to experiment in these operating areas, they should be wary of misalignment going forward.