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

[Free.Dw72] Uncommon Service How to Win by Putting Customers at the Core of Your Business

[Free.Dw72] Uncommon Service How to Win by Putting Customers at the Core of Your Business

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Most companies treat service as a low-priority business operation, keeping it out of the spotlight until a customer complains. 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.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.The authors reveal a transformed view of service, presenting an operating model built on tough choices organizations must make: How do customers define excellence in your offering Is it convenience Friendliness Flexible choices Price How will you get paid for that excellence Will you charge customers more Get them to handle more service tasks themselves 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 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 technologyPractical 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. Frances X Frei - Faculty - Harvard Business School Frances X Frei UPS Foundation Professor of Service Management Senior Associate Dean for Executive Education Business Strategy Tools and Techniques from MindToolscom Understand what strategy actually is and learn about more than 75 core strategy tools used by business leaders How Disney Creates a Magical Customer Experience Wonderfully written article about the magic in a customer experience Flavio I agree that a companys culture can strongly generate a shared meaningful purpose InformationWeek News Connects The Business Technology InformationWeekcom: News analysis and research for business technology professionals plus peer-to-peer knowledge sharing Engage with our community Marketing Ideas Strategies Tips and Hints Marketing ideas sales strategies and customer service tips for small business Get strategies that work to find customers increase sales beat the competition Home Uncommon Service Check out the latest from Harvard Business Review Articles by Francis Frey and Anne Morriss BibMe: Free Bibliography & Citation Maker - MLA APA Add it to your bibliography and continue citing to build your works cited list Uncommon Service: The Zappos Case Study Inccom An excerpt from the book Uncommon Service: How to Win by Putting Customers at the Core of Your Business by Francis Frei and Anne Morriss Clarity: Know Where You The Free List of Bank & Credit Union Repo Sales Repo Finder provides free repossessed bank cars for sale bank repossessed cars credit union repossessions and ATV repo lists among other repo sales service lists The Thought Leader Interview: Vineet Nayar - strategy+business The idea of putting employees first and customers second might seem counterintuitive especially when it is advocated by the CEO of a large global high-tech enterprise
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