Can I read Uncommon Service : How to Win by Putting Customers at the Core of Your Business on EtoBox?

Uncommon Service : How to Win by Putting Customers at the Core of Your Business by Frances Frei; Anne Morriss is a business book available to read on EtoBox.

What is Uncommon Service : How to Win by Putting Customers at the Core of Your Business about?

Most companies treat service as a low-priority business operation, keeping it out of the spotlight until a customer complains. Then service gets to make a brief appearance - for as long as it takes to calm the customer down and fix whatever foul-up jeopardized the relationship. In "Uncommon Service," Frances Frei and Anne Morriss show how, in a volatile economy where the old rules of strategic advantage no longer hold true, service must become a competitive weapon, not a damage-control function. That means weaving service tightly into every core decision your company makes. The authors reveal a transformed view of service, presenting an operating model built on tough choices organizations must make: - How do customers define "excellence" in your offering? Is it convenience? Friendliness? Flexible choices? Price? - How will you get paid for that excellence? Will you charge customers more? Get them to handle more service tasks themselves? - How will you empower your employees to deliver excellence? What will your recruiting, selection, training, and job design practices look like? What about your organizational culture? - How will you get your customers to behave? For example, what d

Who reads Uncommon Service : How to Win by Putting Customers at the Core of Your Business?

Author

Frances Frei; Anne Morriss

Publisher

Harvard Business Review Press

Published

2012

Language

EN

ISBN

9781422142363

Category

business

Subjects

Management, Fiction, Business

Rating

3.97 / 5 (261 ratings)

Updated

2026-03-14