Uncommon Service: How to Win by Putting Customers at the Core of Your Business
Go ask your customers what makes them choose you and what makes them choose someone else.
The average employee is drowning in complexity. We are designing jobs for super-humans and it turns out people are flesh and blood. Employee training should quickly weed out people.
Uncommon Service: How to Win by Putting Customers at the Core of Your Business by Frances Frei
Culture often trumps salary. The Soup Nazi got it wrong no soup for you! Ordering a drink at Starbucks can be confusing, but their staff is trained to repeat back orders the correct way and others in line overhear. Say no to grandma. Listen to your customers strategically.
Uncommon Service : How to Win by Putting Customers at the Core of Your Business
Customize where you deliver real value and get paid for it without breaking havoc on your operations — but not where you make a few customers happy at the expense of large swaths of employees, stock-holders, and other customers. IDEO produces creative content, but their culture facilitates it. A salvage-yard style display to foster creative thinking.
Brainstorming meetings with creative structure. This is directly relate to company culture, modeled by the CEO. Your email address will not be published.
Uncommon Service: How to Win by Putting Customers at the Core of Your Business
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Sometimes, customers are happy to pay more. Home Contact Us Help Free delivery worldwide. Description Most companies treat service as a low-priority business operation, keeping it out of the spotlight until a customer complains.
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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: Will you charge customers more? Get them to handle more service tasks themselves?
- Uncommon Service: How to Win by Putting Customers are the Core of Your Business [Book Notes].
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What will your recruiting, selection, training, and job design practices look like? What about your organizational culture? For example, what do you need to do to get them to treat your employees with respect?
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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. The Best Books of Check out the top books of the year on our page Best Books of Product details Format Hardback pages Dimensions x x Looking for beautiful books?
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