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Uncommon Service

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

Nakladatel
Harvard Business Press, 2012

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 ...

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Více o knize

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 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.
Čti víc
Kupte společně
Uncommon Service - Frances Frei, Anne Morriss
Oheň a krev - George R.R. Martin
1 388 Kč
Ušetříte 138 Kč
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Počet stran
272
Hmotnost
492 g
Rok vydání
2012
Vazba
pevná vazba
Jazyk
anglický
Nakladatelství
Harvard Business Press
Rozměr
156×235 mm
ISBN
9781422133316
Naše katalogové číslo
221764

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O autorech/autorkách

Čti víc
Kupte společně
Uncommon Service - Frances Frei, Anne Morriss
Oheň a krev - George R.R. Martin
1 388 Kč
Ušetříte 138 Kč

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