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.
BESTSELLERS: The 800-CEO-READ Bestsellers of 2012
Posted December 31, 2012, 5:41 PM with category of Management & Workplace Culture
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.
NEWS & OPINION: 2012 800-CEO-READ Business Book Awards Shortlist: Management
Posted December 11, 2012, 4:14 PM with category of Management & Workplace Culture
Over the course of this week, we will be posting the shortlist selections for our 8 business book categories: General Business, Leadership, Management, Innovation/Creativity, Small Business/Entrepreneurship, Marketing/Sales, Personal Development, Finance. Then on Monday, December 17th, we'll announce the category winners, and, on Wednesday, December 19th, we'll celebrate the overall winner of the 2012 800-CEO-READ Business Book Awards! Stay tuned.
NEWS & OPINION: The Best Books of 2012, A Season of Lists
Posted November 26, 2012, 5:24 PM with category of Management & Workplace Culture
The season of lists is upon us. The first ornament up on the tree was Steve Coll's Private Empire: ExxonMobil and American Power, published by The Penguin Press, which took home the Financial Times and Goldman Sachs Business Book of the Year earlier this month. And there was another large nonfiction title related to economics—Why Nations Fail: The Origins of Power, Prosperity, and Poverty by Daron Acemoglu and James A.
JACK COVERT SELECTS: Jack Covert Selects - Uncommon Service
Posted February 9, 2012, 11:52 PM with category of Management & Workplace Culture
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.