Briefings from the Editors include new findings on reengineering projects, cross-functional teams, customizing prices, market research, and identifying future leaders.

Any company that thinks satisfying customers is enough to ensure loyalty had better think again, say Thomas O. Jones and W. Earl Sagger, Jr., in "Why Satisfied Customers Defect." They found that customers who are merely satisfied and have a choice will readily defect if they believe they can obtain better value elsewhere.

Even in a brutally competitive, mass-market business like air travel, a company can have it all: Charge customers a premium, win their loyalty, and increase its share of their business. In "Competing on Customer Service, British Airways Chairman Sir Colin Marshall tells Steven E. Prokesch how his company is achieving these feats.