Uncommon Service
Most companies treat service as a low-priority business operation, keeping it out of the spotlight until a customer complains. That means weaving service tightly into every core decision your company makes.The authors reveal a transformed view of service, presenting an operating… Celý popis ↓
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Uncommon Service
Most companies treat service as a low-priority business operation, keeping it out of the spotlight until a customer complains. 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? 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.
Friendliness? Is it convenience? Flexible choices?
Price?How will you get paid for that
Parametre
- Výrobca
- Harvard Business Review Press
- Autor
- Frances Frei, Anne Morriss
- Jazyk
- anglické
- Počet strán
- 272
- Rok vydania
- 2012
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