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Uncommon Service
- Narrator
- Eliza Foss
- Publisher
- Recorded Books, Inc.
- Publish Date
- 9 June 2020
- Run Time
- 6 hours 52 minutes
- Format
- Audiobook
What to expect
If not, you’re at a serious disadvantage—missing out on building a sustainable business that’s profitable, scalable, and capable of delivering
excellence every day.
In Uncommon Service, Harvard Business School professor Frances Frei and coauthor Anne Morriss bring a provocative new argument to the
table: that companies must dare to be “bad” in order to be great, choosing strategic ways to underperform while fueling a winning service advantage.
According to the authors, “uncommon service” is created by specific design choices made in the very blueprint of a business model. And it’s
not about making a customer happy; instead, it’s about creating an organization where all employees—not just star performers—provide excellent
service as a matter of routine. Outstanding service organizations create offerings, funding strategies, systems, and cultures that set their people up
to excel casually.
Introducing a decidedly fresh view of service, the authors present an organizational design model built on tough choices you must make about
four dimensions of your business:
• Your service offering: How do customers define “excellence” in your offering?
• Your service funding mechanism: How will you get paid for delivering excellence?
• Your employee management system: How will you prepare your employees to deliver excellence every day?
• Your customer management system: How will you get your customers to behave in ways that improve their service experience—without
disrupting anyone else’s?
Create an organizational culture that reinforces smart decisions around these four dimensions and you’ll achieve a service advantage that rivals
can’t hope to copy.
Frei and Morriss illustrate the power of this approach with examples of winning companies from a wide array of industries—including financial
services, commercial aviation, health care, and retail. Practical and engaging, Uncommon Service makes a powerful case for a new and systematic
approach to customer service as a pathway to unprecedented productivity and profitability
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Details
- Author
- Frances Frei, Anne Morriss
- Narrator
- Eliza Foss
- Duration
- 6 hours 52 minutes
- Release Date
- 9 June 2020
- ISBN
- 9781980090809
- Format
- Audiobook
- Publisher
- Recorded Books, Inc.
- Genre
- Customer services, Management and management techniques
Synopsis
Are you meeting your customers’ demand for great service—and saving money at the same time?If not, you’re at a serious disadvantage—missing out on building a sustainable business that’s profitable, scalable, and capable of deliveringexcellence every day.In Uncommon Service, Harvard Business School professor Frances Frei and coauthor Anne Morriss bring a provocative new argument to thetable: that companies must dare to be “bad” in order to be great, choosing strategic ways to underperform while fueling a winning service advantage.According to the authors, “uncommon service” is created by specific design choices made in the very blueprint of a business model. And it’snot about making a customer happy; instead, it’s about creating an organization where all employees—not just star performers—provide excellentservice as a matter of routine. Outstanding service organizations create offerings, funding strategies, systems, and cultures that set their people upto excel casually.Introducing a decidedly fresh view of service, the authors present an organizational design model built on tough choices you must make aboutfour dimensions of your business:• Your service offering: How do customers define “excellence” in your offering?• Your service funding mechanism: How will you get paid for delivering excellence?• Your employee management system: How will you prepare your employees to deliver excellence every day?• Your customer management system: How will you get your customers to behave in ways that improve their service experience—withoutdisrupting anyone else’s?Create an organizational culture that reinforces smart decisions around these four dimensions and you’ll achieve a service advantage that rivalscan’t hope to copy.Frei and Morriss illustrate the power of this approach with examples of winning companies from a wide array of industries—including financialservices, commercial aviation, health care, and retail. Practical and engaging, Uncommon Service makes a powerful case for a new and systematicapproach to customer service as a pathway to unprecedented productivity and profitability
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