Download EBOOK Uncommon Service: How to Win by Putting Customers at the Core of Your Business PDF for free


Download EBOOK Uncommon Service: How to Win by Putting Customers at the Core of Your Business PDF for free Category: Business, Finance & Law
The author of the book: Frances Frei
Format files: PDF, EPUB, TXT, DOCX
The size of the: 4.66 MB
Language: English
ISBN-13: 9781422133316
Edition: Harvard Business Review Press
Date of issue: 2 July 2012

Description of the book "Uncommon Service: How to Win by Putting Customers at the Core of Your Business":

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 PDF 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 ePub 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.

Download EBOOK Uncommon Service: How to Win by Putting Customers at the Core of Your Business PDF for free


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Frances Frei

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Download EBOOK Uncommon Service: How to Win by Putting Customers at the Core of Your Business PDF for free



Download EBOOK Uncommon Service: How to Win by Putting Customers at the Core of Your Business for free

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