Most companies treat service as a low-priority business operation, keeping it out of the In Uncommon Service, Frances Frei and Anne Morriss show how, in a. Uncommon Service has ratings and 32 reviews. In Uncommon Service, Frances Frei and Anne Morriss show how, in a volatile economy where the old. Review the key ideas in the book Uncommon Service by Frances Frei & Anne Morriss in a condensed Soundview Executive Book Review. Summaries & book.
Or, get it for Kobo Super Points! Nov 13, Steven Bragg rated it liked it. There are many professionals that advocate in designing service technology and processes are essential to create serviec innovation or other strategic avenues to growth.
Uncommon Service: How to Win by Putting Customers at the Core of Your Business by Frances Frei
In Uncommon ServiceFrances Frei and Anne Morriss show how, in a volatile economy where the old rules of strategic advantage no longer fdei true, service must become a competitive weapon, not a damage-control function. That means weaving service tightly into every core decision your company makes. About the Author Frances X.
Challenges students to find the extent of the relationship between loyalty and performance. Sep 29, John Brian Anderson rated it liked it Shelves: Chi ama i libri sceglie Kobo e inMondadori.
The authors refer to other authors to sharpen your insights with regard to culture. For example, what do you need to do to get them to treat your employees with respect?
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The authors use as formula: To revisit when time allows. Aug 27, Synexe rated it really liked it. The best companies, the authors argue, know how to manage “customer-operators” to the benefit of everyone.
Fifty Shades of Grey. Jul 07, Donovan rated it liked it Shelves: Customer Loyalty Frances X. The Leadership Code Dave Ulrich. The authors begin developing the four elements of their deceptively simple framework with a provocative statement: A Servjce Street Revolt.
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If you’re running a service, I highly recommend this book. Examine your cost structure; Monetize your strengths; Unleash your customers.
May 31, Mohamed Marwan rated it really liked it. The insight of knowing what customers care about most is the key to successfully performing poorly in one area in order to perform exceptionally in another area; the authors call this “bad in the service of good.
The Innovator’s Dilemma Clayton M. In Uncommon ServiceFrances 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. 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.
Frei and Lauren G. For a business book this had one of the most coherent story all through without repeating itself. Get them to handle more service tasks themselves? Choosing bad feels bad, particularly in mission-driven industries such as health care or education, where managers feel a moral imperative to at least try in all areas. This approach while valuable falls apart with the inconsiste This book has useful elements of service design but falls short of meaningful advancement in favor of a standard ‘customer service’ approach.
Jun 01, Rick rated it it was amazing. You can read this item using any of the following Kobo apps and devices: