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Uncommon Service
How to Win by Putting Customers at the Core of Your Business
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Check link for latest rating. ( 767 ratings, 64 reviews)
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Uncommon Service
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Book Hero Magic created this recommendation. While it's new and still learning, it may not be perfect - your feedback is welcome! IS THIS YOUR NEXT READ?
This book may appeal to you if you're interested in understanding how companies can deliver exceptional service by making unconventional strategic choices. It's particularly useful for business leaders and entrepreneurs looking to create a culture of service excellence in their organisations.
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.
Book Hero Magic formatted this description to make it easier to read. While it's new and
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Description
Most companies often regard service as a low-priority business operation, only bringing it to the forefront when faced with customer complaints. Service becomes a fire-fighting tool to temporarily resolve issues and pacify customers. Uncommon Service by Frances Frei and Anne Morriss challenges this perception and proposes a radical rethinking of service as a potent competitive weapon in an unpredictable economy, where traditional sources of strategic advantage are becoming obsolete.
In this transformative book, the authors argue for integrating service tightly into the fabric of every core decision within a company. They provide a fresh perspective on what exceptional service entails and illustrate an operating model that necessitates making difficult but essential choices.
Uncommon Service addresses key questions critical to delivering outstanding service:
How do customers define "excellence" in your offering? Is it convenience, friendliness, flexible choices, or price? Understanding what matters most to customers is crucial in providing exceptional service that stands out.
How will you get paid for that excellence? Will you command a premium price for superior service, or will you encourage customers to undertake certain service tasks themselves? This question explores the economic models that support high-quality service.
How will you empower your employees to deliver excellence? Effective service delivery requires strategic decisions about recruiting, selection, training, and job design. Additionally, cultivating an organizational culture that upholds these values is vital.
How will you get your customers to behave? How can you encourage customers to treat your employees with respect or to adopt new technologies that enhance their service experience? This touches upon the interaction between customer behaviour and service quality.
Through engaging and pragmatic insights, Uncommon Service makes a compelling case for a systematic approach to service. The book advocates that by fundamentally rethinking and restructuring service as an integral part of your business strategy, companies can significantly enhance productivity, profitability, and competitive edge. Frei and Morriss provide real-life examples, practical tools, and actionable insights making this a must-read for anyone serious about revolutionising their service strategy.
Book Hero Magic summarised reviews for this book. While it's new and still learning, it may not be perfect - your feedback is welcome! HOW HAS THIS BEEN REVIEWED?
Uncommon Service by Frances Frei and Anne Morriss is highly praised as a practical guide for leaders aiming to differentiate their companies through strategic service. The authors suggest embracing imperfections and making trade-offs, which is illustrated through numerous case studies. Reviewers highlight the book's straightforward approach and its insights into achieving service excellence and building a strong company culture.
Book Details
INFORMATION
ISBN: 9781422133316
Publisher: Harvard Business Review Press
Format: Hardback
Date Published: 07 February 2012
Country: United States
Imprint: Harvard Business Review Press
Illustration: Illustrations, unspecified
Audience: Professional and scholarly
DIMENSIONS
Width: 155.0mm
Height: 234.0mm
Weight: 481g
Pages: 272
About the Author
Frances Frei is UPS Foundation Professor of Service Management at Harvard Business School, where she developed the school's successful Managing Service Operations course. Anne Morriss is the Managing Director of the Concire Leadership Institute, a consulting firm that helps leaders to surface and remove performance barriers.
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