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

    By Frances Frei, Anne Morriss
In Uncommon Service, Harvard Business School professor Frances Frei and coauthor Anne Morriss argue that service is a competitive weapon, not just a damage-control function--especially in a volatile economy where the old rules of strategy no longer hold true.
That means it's not enough to simply demand service excellence from employees or periodically do whatever it takes to satisfy a customer. You must design service excellence into the very fabric of your organization.
Uncommon Service makes a powerful case for a new and systematic approach to service as a means of boosting productivity, profitability and competitive advantage.



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Posted December 31, 2012, 5:41 PM with category of General Business
We move a whole lot of business books around the world from our humble offices here in Milwaukee, Wisconsin. We’ve now compiled the numbers for the entire year, and are happy to announce the bestsellers of 2012. Read more

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Posted December 11, 2012, 4:14 PM with category of General Business
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JACK COVERT SELECTS: Jack Covert Selects - Uncommon Service

Posted February 9, 2012, 11:52 PM with category of General Business
Uncommon Service: How to Win by Putting Customers at the Core of Your Business by Frances Frei & Anne Morriss, Harvard Business Review Press, 272 pages, $29. 95, Hardcover, February 2012, ISBN 9781422133316 As a service company, when we receive feedback about a negative situation, we immediately act to resolve the conflict and then try to put a process in place to avoid such a thing happening in the future. Most books on service describe ways to do this: how to react to or plan for customer service breakdowns. Read more


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ISBN: 9781422133316
Language English
Pages 247
Published 02/2012
Publisher Harvard Business School Press