To build a sustainable business that is profitable, scalable, and capable of delivering service excellence every day, organizations must recognize that "Your Can't be Good at Everything." (a) Explain the meaning and why this approach has helped organizations such as Commerce Bank, Southwestern Airlines and Wal-Mart? On the other hand, provide examples of industries that profits heavily because of their most dissatisfied customers. These industries may or may not be aware that they encourage customers to make bad choices. Explain how their value extracting strateies work. Book we are using for this class is Uncommon Service Chapter 1.