{"product_id":"uncommon-service-how-to-win-by-putting-customers-at-the-core-of-your-business","title":"Uncommon Service: How to Win by Putting Customers at the Core of Your Business","description":"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. \u003cp\u003e\u003c\/p\u003eIn \u003ci\u003eUncommon Service\u003c\/i\u003e, 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. \u003cp\u003e\u003c\/p\u003eThe authors reveal a transformed view of service, presenting an operating model built on tough choices organizations must make: \u003cp\u003e\u003c\/p\u003e- \u003cb\u003eHow do customers define \"excellence\" in your offering?\u003c\/b\u003e Is it convenience? Friendliness? Flexible choices? Price? \u003cp\u003e\u003c\/p\u003e- \u003cb\u003eHow will you get paid for that excellence?\u003c\/b\u003e Will you charge customers more? Get them to handle more service tasks themselves? \u003cp\u003e\u003c\/p\u003e- \u003cb\u003eHow will you empower your employees to deliver excellence?\u003c\/b\u003e What will your recruiting, selection, training, and job design practices look like? What about your organizational culture? \u003cp\u003e\u003c\/p\u003e- \u003cb\u003eHow will you get your customers to behave?\u003c\/b\u003e 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? \u003cp\u003e\u003c\/p\u003ePractical and engaging, \u003ci\u003eUncommon Service\u003c\/i\u003e makes a powerful case for a new and systematic approach to service as a means of boosting productivity, profitability, and competitive advantage.","brand":"Anne Morriss, Frances Frei","offers":[{"title":"Hardcover","offer_id":46800219963628,"sku":"9781422133316","price":35.0,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0684\/1791\/3068\/files\/9781422133316.jpg?v=1757277555","url":"https:\/\/allstora.com\/products\/uncommon-service-how-to-win-by-putting-customers-at-the-core-of-your-business","provider":"Allstora","version":"1.0","type":"link"}