In a service company, important parts of the product are being designed by the front-liners every time they serve a customer They are uniquely positioned to read customer needs. You need to provide them with information(about costs) and incentives• In a service company, important parts of the “product” are being designed by the front-liners every time they serve a customer • They are uniquely positioned to read customer needs. You need to provide them with information (about costs) and incentives