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在瞬息萬變、日新月異的商業世界中，有人認為取悅客戶是致勝的不二法門。上世紀一般商業機構賣的是「產品」，講求功能齊備、一應俱全；千禧後賣的是「服務」，讓客戶隨時隨地、隨心所欲獲取所需物品，手到拿來。時至今天，商業機構賴以脫穎而出的，又是甚麼？ ...