In the July-August 2008 issue of Harvard Business Review, Putting the Service-Profit Chain to Work not only provides great advice for any professional services firm, but also offers a window into client service priorities and expectations for the future.
The "new economics of service" is a line from the article, originally published in 1994. Its substance is as relevant today as ever. Maybe more so. Probably why it was selected among the Best of HBR! It's time to read this article again for the first time!
Also, in the piece The Uncompromising Leader, Campbell Soup CEO, Doug Conant delivers this truism, "You can't talk your way out of something you behaved your way into. You have to behave your way out of it."