Free Download Uncommon Service: How to Win by Putting Customers at the Core of Your Business, by Anne Morriss
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Uncommon Service: How to Win by Putting Customers at the Core of Your Business, by Anne Morriss
Free Download Uncommon Service: How to Win by Putting Customers at the Core of Your Business, by Anne Morriss
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Review
“The book was uncommonly excellent. Very straightforward and to the point. Frei and Morriss uncover four basic truths about customer service, discuss the important ingredient of culture and provide guidance on how companies can scale to get bigger...this might be the best book I’ve ever read on achieving service excellence.” — Stan Phelps, CustomerThink (customerthink.com)“This book is a practical guide for leaders who want to use service to strategically differentiate their companies from the competition.” — Jeff Toister, CustomerThink (customerthink.com)“Anne Morriss and Harvard Business School Professor Frances Frei make the counterintuitive, but compelling argument that true success for service businesses requires that you give up on being perfect; that you make some tradeoffs.” — Business Insider (businessinsider.com)“Morriss and Frei have a powerful and surprising answer…” — Forbes.com“In this upbeat and highly readable book, the authors isolate four “service truths” that companies must understand…” — BizEd magazine“The book is full of case studies showing how companies have harnessed their strengths but cut corners elsewhere, in pursuit of the ultimate goal: excellent service.” — South Africa Financial Mail“I found Uncommon Service to be a refreshing, frank and honest look at how any organization can increase profitability, satisfaction and competitive advantage by delivering consistently outstanding service.” — American Express Open Forum
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About the Author
Frances Frei is UPS Foundation Professor of Service Management at Harvard Business School, where she developed the school’s successful Managing Service Operations course. Anne Morriss is the Managing Director of the Concire Leadership Institute, a consulting firm that helps leaders to surface and remove performance barriers.
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Product details
Hardcover: 272 pages
Publisher: Harvard Business Review Press; Edition Unstated edition (February 7, 2012)
Language: English
ISBN-10: 1422133311
ISBN-13: 978-1422133316
Product Dimensions:
6.2 x 1 x 9.5 inches
Shipping Weight: 1.1 pounds (View shipping rates and policies)
Average Customer Review:
4.5 out of 5 stars
56 customer reviews
Amazon Best Sellers Rank:
#218,399 in Books (See Top 100 in Books)
They should rename it "How to think like WalMart and Train your Customers to Pay More for Less - and Feel Good About It."
Uncommon Service provided me a unique perspective on how we can better manage our service offering and customers.I found it to be no-nonsense advice that we've already used to enhance our service offering and how we engage with our clients, which is proving to have a positive impact on our business.A good read for business owners and entrepreneurs!
In Peru is difficult to talk about service, and besides that the best companies excel on uncommon service, I think service is an act of faith and the word faith is not present on the book, we serve believing that the seed will growth, not for all companies this works but the companies with most faith will excel, excellent book!
This was book was though provoking, easy to read and understand. I cannot wait to share this with my team.
Excellent book. Great read for someone who wants to have better insight into how customers buy.
Every business student especially MBA candidate should have this book
The book was uncommonly excellent. Very straightforward and to the point. Frei and Morriss uncover four basic truths about customer service, discuss the important ingredient of culture and provide guidance on how companies can scale to get bigger. Points are illustrated through a number of case studies from the familiar likes of Southwest and Zappos to the more obscure Bugs Burger Bug Killers, Ochsner Health System and LSQ Funding Group.Key Takeaway #1 – The book’s boldest assertion is that “you must have the courage to be bad . . . in the service of being great.†Figuring out where to place your emphasis is based upon prioritizing the needs of your customers. Be a leader in those areas that are valued and have the moxy to purposely stink in lesser areas.Sometimes tradeoffs are not merely enough. You need to find ways to deliver the extra service provided. The easiest way is to charge a premium for the extra. Since that’s not always possible, Frei and Morriss offer three different and novel ways to bridge the gap.Key Takeaway #2 - It is the responsibility of senior management to set their employees and customers up to succeed. This means organizing tasks and processes in a manner that the average employee can deliver upon routinely. Don’t expect your employees to wear a cape. Complexity (especially when IT is involved) is bad … keep it simple stupid.Employees are only part of the equation, we need to organize our customers to improve service. Enlist them to help the service experience for everyone. You have two options: hire/fire or change the process.Key Takeaway #3 - Culture not only beats strategy, but culture is the main driver in creating a leading service organization.
One of the best business strategy books I have read in a long time. The authors provide a great new perspective, and provide it with outstanding clarity. Their real life examples are excellent at bringing life to a particular point. I would strongly recommend this book to business owners in a highly competitive field, and corporate strategy officers.
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