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

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:

(1) How do customers define "excellence" in your offering? Is it convenience? Friendliness? Flexible choices? Price?,

(2) How will you get paid for that excellence? Will you charge customers more? Get them to handle more service tasks themselves?,

(3) 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?, and

(4) How will you get your customers to behave? For example, what do you need to do to get them to treat your employees with respect? Do you need to make it easier for them to use new technology?

Practical and engaging, Uncommon Service makes a powerful case for a new and systematic approach to service as a means of boosting productivity, profitability, and competitive advantage.


About the Authors

Frances X. Frei is an associate professor of business administration in the Technology and Operations Management unit at Harvard Business School in Boston.


Anne Morriss is the managing director of the Concire Leadership Institute.


Book Details

Authors: Frances Frei, Anne Morriss

Pages: 272

Language: English

Binding: Hardcover

ISBN: 9781422133316