Uncommon Service: How to Win by Putting Customers at the Core of Your Business
Physical
AvailableWhat will you learn from this book
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Customer-Centric Approach: The book emphasizes the importance of making customer satisfaction a top priority in business strategy. Putting customers at the core of decision-making processes is seen as a key factor for success.
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Service Customization: Businesses should aim to provide tailored and customized services to meet the unique needs and preferences of individual customers. This requires understanding and anticipating customer expectations.
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Trade-Offs in Service: Frei and Morriss discuss the concept of trade-offs in service—balancing the desire to provide exceptional service with the need for operational efficiency and profitability.
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Employee Training and Empowerment: The authors stress the significance of well-trained and empowered employees. Ensuring that frontline staff has the knowledge and authority to address customer needs is crucial for delivering exceptional service.
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Service Recovery: The book addresses the inevitability of service failures and the importance of effective service recovery. How a business handles mistakes and resolves issues can significantly impact customer loyalty.
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Strategic Service Choices: Businesses must make strategic choices about the type and level of service they provide. This involves understanding customer segments and aligning service offerings with their specific needs.
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Consistency in Service Delivery: Consistency is key to building trust and customer loyalty. Businesses should strive to provide a consistently high level of service across all customer interactions and touchpoints.
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Employee Motivation and Satisfaction: Engaged and satisfied employees are more likely to provide exceptional service. The book explores strategies for motivating and retaining employees who contribute to a positive customer experience.
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Customer Feedback and Measurement: Implementing systems for collecting and analyzing customer feedback is essential. Continuous measurement allows businesses to identify areas for improvement and track their progress in delivering exceptional service.
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Innovative Service Models: Frei and Morriss encourage businesses to explore innovative service models that set them apart from competitors. This might involve thinking creatively about how to meet customer needs in unique and unexpected ways.
| Language | English |
|---|---|
| ISBN-10 | 1422133311 |
| ISBN-13 | 9781422133316 |
| No of pages | 272 |
| Font Size | Medium |
| Book Publisher | Harvard Business Review Press |
| Published Date | 07 Feb 2012 |
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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 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 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.