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Anne Morriss
Uncommon Service
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2122283Uncommon Servicehttps://www.gandhi.com.mx/b4c09055-ab50-3182-9798-17da40df2d93/phttps://gandhi.vtexassets.com/arquivos/ids/1889570/bf300948-9a58-4351-bf32-910880269d4a.jpg?v=638763831052830000387387MXNRecorded Books, Inc.InStock/Audiolibros/<p>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 appearancefor 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: (1) How do customers define "excellence" in your offering? Is it convenience? Friendliness? Flexible choices? Price?, (2) How will you get paid for that excellence? Will you charge customers more? Get them to handle more service tasks themselves?, (3) 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?, and (4) 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.</p>...2062724Uncommon Service387387https://www.gandhi.com.mx/b4c09055-ab50-3182-9798-17da40df2d93/phttps://gandhi.vtexassets.com/arquivos/ids/1889570/bf300948-9a58-4351-bf32-910880269d4a.jpg?v=638763831052830000InStockMXN99999DIAudiolibro20209781980090809_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9781980090809_<p>Are you meeting your customers’ demand for great service—and saving money at the same time? If not, you’re at a serious disadvantage—missing out on building a sustainable business that’s profitable, scalable, and capable of delivering excellence every day. In Uncommon Service, Harvard Business School professor Frances Frei and coauthor Anne Morriss bring a provocative new argument to the table: that companies must dare to be “bad” in order to be great, choosing strategic ways to underperform while fueling a winning service advantage. According to the authors, “uncommon service” is created by specific design choices made in the very blueprint of a business model. And it’s not about making a customer happy; instead, it’s about creating an organization where all employees—not just star performers—provide excellent service as a matter of routine. Outstanding service organizations create offerings, funding strategies, systems, and cultures that set their people up to excel casually. Introducing a decidedly fresh view of service, the authors present an organizational design model built on tough choices you must make about four dimensions of your business: • Your service offering: How do customers define “excellence” in your offering? • Your service funding mechanism: How will you get paid for delivering excellence? • Your employee management system: How will you prepare your employees to deliver excellence every day? • Your customer management system: How will you get your customers to behave in ways that improve their service experience—without disrupting anyone else’s? Create an organizational culture that reinforces smart decisions around these four dimensions and you’ll achieve a service advantage that rivals can’t hope to copy. Frei and Morriss illustrate the power of this approach with examples of winning companies from a wide array of industries—including financial services, commercial aviation, health care, and retail. Practical and engaging, Uncommon Service makes a powerful case for a new and systematic approach to customer service as a pathway to unprecedented productivity and profitability</p>(*_*)9781980090809_<p>Are you meeting your customers demand for great serviceand saving money at the same time?</p><p>If not, youre at a serious disadvantagemissing out on building a sustainable business thats profitable, scalable, and capable of delivering<br />excellence every day.</p><p>In Uncommon Service, Harvard Business School professor Frances Frei and coauthor Anne Morriss bring a provocative new argument to the<br />table: that companies must dare to be bad in order to be great, choosing strategic ways to underperform while fueling a winning service advantage.<br />According to the authors, uncommon service is created by specific design choices made in the very blueprint of a business model. And its<br />not about making a customer happy; instead, its about creating an organization where all employeesnot just star performersprovide excellent<br />service as a matter of routine. Outstanding service organizations create offerings, funding strategies, systems, and cultures that set their people up<br />to excel casually.</p><p>Introducing a decidedly fresh view of service, the authors present an organizational design model built on tough choices you must make about<br />four dimensions of your business:<br /> Your service offering: How do customers define excellence in your offering?<br /> Your service funding mechanism: How will you get paid for delivering excellence?<br /> Your employee management system: How will you prepare your employees to deliver excellence every day?<br /> Your customer management system: How will you get your customers to behave in ways that improve their service experiencewithout<br />disrupting anyone elses?</p><p>Create an organizational culture that reinforces smart decisions around these four dimensions and youll achieve a service advantage that rivals<br />cant hope to copy.</p><p>Frei and Morriss illustrate the power of this approach with examples of winning companies from a wide array of industriesincluding financial<br />services, commercial aviation, health care, and retail. Practical and engaging, Uncommon Service makes a powerful case for a new and systematic<br />approach to customer service as a pathway to unprecedented productivity and profitability</p>...(*_*)9781980090809_<p>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 appearancefor 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: (1) How do customers define "excellence" in your offering? Is it convenience? Friendliness? Flexible choices? Price?, (2) How will you get paid for that excellence? Will you charge customers more? Get them to handle more service tasks themselves?, (3) 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?, and (4) 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.</p>...9781980090809_Recorded Books, Inc.audiolibro_b4c09055-ab50-3182-9798-17da40df2d93_9781980090809;9781980090809_9781980090809Anne MorrissInglésMéxicoNoMINUTE2020-06-09T00:00:00+00:00Recorded Books, Inc.