Uncommon Service by Max Frei
How to Win by Putting Customers at the Core of Your Business
A practical guide to building service excellence as a deliberate strategy, it argues that companies should focus resources on what their target customers value most and accept being average—or even poor—at less critical aspects to fund what matters. It presents four service truths—no one can be great at everything, someone has to pay for it, frontline failures are usually design problems, and customers must be actively managed—and shows how to align strategy, operations, hiring, measurement, and culture around a coherent service model. Through case examples, it illustrates how to make trade-offs, set clear priorities, and turn customers into partners to deliver distinctive, profitable service.
- Published
- 2012
- Nationality
- Russian
- Length
- Medium
- Pages
- 240-280
- Original Language
- English
- Avg User Rating
-
(5.0)
- Alternate Titles
- None
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