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

4 valoración promedio
( 357 valoraciones por Goodreads )
 
9781422133316: Uncommon Service: How to Win by Putting Customers at the Core of Your Business
Ver todas las copias de esta edición ISBN.
 
 

Book by Frei Frances Morriss Anne

"Sinopsis" puede pertenecer a otra edición de este libro.

Críticas:

"The book was uncommonly excellent. Very straightforward and to the point. Frei and Morriss uncover four basic truths about customer service, discuss the important ingredient of culture and provide guidance on how companies can scale to get bigger...this might be the best book I've ever read on achieving service excellence." -- Stan Phelps, CustomerThink (customerthink.com) "This book is a practical guide for leaders who want to use service to strategically differentiate their companies from the competition." -- Jeff Toister, CustomerThink (customerthink.com) "Anne Morriss and Harvard Business School Professor Frances Frei make the counterintuitive, but compelling argument that true success for service businesses requires that you give up on being perfect; that you make some tradeoffs." -- Business Insider (businessinsider.com) "Morriss and Frei have a powerful and surprising answer..." -- Forbes.com "In this upbeat and highly readable book, the authors isolate four "service truths" that companies must understand..." -- BizEd magazine "The book is full of case studies showing how companies have harnessed their strengths but cut corners elsewhere, in pursuit of the ultimate goal: excellent service." -- South Africa Financial Mail "I found Uncommon Service to be a refreshing, frank and honest look at how any organization can increase profitability, satisfaction and competitive advantage by delivering consistently outstanding service." -- American Express Open Forum

Reseña del editor:

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.

"Sobre este título" puede pertenecer a otra edición de este libro.

Los mejores resultados en AbeBooks

1.

Frances Frei, Anne Morriss
ISBN 10: 1422133311 ISBN 13: 9781422133316
Nuevo Cantidad disponible: > 20
Librería
INDOO
(Avenel, NJ, Estados Unidos de America)
Valoración
[?]

Descripción Condición: New. Brand New. Nº de ref. del artículo: 1422133311

Más información sobre este vendedor | Contactar al vendedor

Comprar nuevo
EUR 16,88
Convertir moneda

Añadir al carrito

Gastos de envío: EUR 3,06
A Estados Unidos de America
Destinos, gastos y plazos de envío

2.

Frances Frei, Anne Morriss
Publicado por Harvard Business Review Press, United States (2012)
ISBN 10: 1422133311 ISBN 13: 9781422133316
Nuevo Tapa dura Cantidad disponible: 10
Librería
The Book Depository
(London, Reino Unido)
Valoración
[?]

Descripción Harvard Business Review Press, United States, 2012. Hardback. Condición: New. Language: English . Brand New Book. 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. Nº de ref. del artículo: AA99781422133316

Más información sobre este vendedor | Contactar al vendedor

Comprar nuevo
EUR 20,84
Convertir moneda

Añadir al carrito

Gastos de envío: GRATIS
De Reino Unido a Estados Unidos de America
Destinos, gastos y plazos de envío

3.

Frances Frei, Anne Morriss
Publicado por Harvard Business Review Press, United States (2012)
ISBN 10: 1422133311 ISBN 13: 9781422133316
Nuevo Tapa dura Cantidad disponible: 10
Librería
Book Depository International
(London, Reino Unido)
Valoración
[?]

Descripción Harvard Business Review Press, United States, 2012. Hardback. Condición: New. Language: English . Brand New Book. 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. Nº de ref. del artículo: AA99781422133316

Más información sobre este vendedor | Contactar al vendedor

Comprar nuevo
EUR 20,86
Convertir moneda

Añadir al carrito

Gastos de envío: GRATIS
De Reino Unido a Estados Unidos de America
Destinos, gastos y plazos de envío

4.

Frei, Frances
ISBN 10: 1422133311 ISBN 13: 9781422133316
Nuevo Cantidad disponible: 15
Librería
Pbshop
(Wood Dale, IL, Estados Unidos de America)
Valoración
[?]

Descripción 2012. HRD. Condición: New. New Book.Shipped from US within 10 to 14 business days. Established seller since 2000. Nº de ref. del artículo: IB-9781422133316

Más información sobre este vendedor | Contactar al vendedor

Comprar nuevo
EUR 17,95
Convertir moneda

Añadir al carrito

Gastos de envío: EUR 3,39
A Estados Unidos de America
Destinos, gastos y plazos de envío

5.

Frei, Frances
ISBN 10: 1422133311 ISBN 13: 9781422133316
Nuevo Cantidad disponible: 4
Librería
Paperbackshop-US
(Wood Dale, IL, Estados Unidos de America)
Valoración
[?]

Descripción 2012. HRD. Condición: New. New Book. Shipped from US within 10 to 14 business days. Established seller since 2000. Nº de ref. del artículo: KB-9781422133316

Más información sobre este vendedor | Contactar al vendedor

Comprar nuevo
EUR 18,44
Convertir moneda

Añadir al carrito

Gastos de envío: EUR 3,39
A Estados Unidos de America
Destinos, gastos y plazos de envío

6.

Frances Frei; Anne Morriss
ISBN 10: 1422133311 ISBN 13: 9781422133316
Nuevo Cantidad disponible: > 20
Librería
BWB
(Valley Stream, NY, Estados Unidos de America)
Valoración
[?]

Descripción Condición: New. Depending on your location, this item may ship from the US or UK. Nº de ref. del artículo: 97814221333160000000

Más información sobre este vendedor | Contactar al vendedor

Comprar nuevo
EUR 22,76
Convertir moneda

Añadir al carrito

Gastos de envío: GRATIS
A Estados Unidos de America
Destinos, gastos y plazos de envío

7.

Frei, Frances/ Morriss, Anne
ISBN 10: 1422133311 ISBN 13: 9781422133316
Nuevo Tapa dura Cantidad disponible: 3
Librería
VNHM SHOP
(Pompano Beach, FL, Estados Unidos de America)
Valoración
[?]

Descripción Hardcover. Condición: New. Nº de ref. del artículo: 5453276

Más información sobre este vendedor | Contactar al vendedor

Comprar nuevo
EUR 23,06
Convertir moneda

Añadir al carrito

Gastos de envío: GRATIS
A Estados Unidos de America
Destinos, gastos y plazos de envío

8.

Frei, Frances
Publicado por Harvard Business School Press 2/7/2012 (2012)
ISBN 10: 1422133311 ISBN 13: 9781422133316
Nuevo Tapa dura Cantidad disponible: 10
Librería
BargainBookStores
(Grand Rapids, MI, Estados Unidos de America)
Valoración
[?]

Descripción Harvard Business School Press 2/7/2012, 2012. Hardback or Cased Book. Condición: New. Uncommon Service: How to Win by Putting Customers at the Core of Your Business. Book. Nº de ref. del artículo: BBS-9781422133316

Más información sobre este vendedor | Contactar al vendedor

Comprar nuevo
EUR 23,39
Convertir moneda

Añadir al carrito

Gastos de envío: GRATIS
A Estados Unidos de America
Destinos, gastos y plazos de envío

9.

Frances Frei; Anne Morriss
Publicado por Harvard Business Review Press (2012)
ISBN 10: 1422133311 ISBN 13: 9781422133316
Nuevo Tapa dura Cantidad disponible: 1
Librería
Irish Booksellers
(Portland, ME, Estados Unidos de America)
Valoración
[?]

Descripción Harvard Business Review Press, 2012. Condición: New. book. Nº de ref. del artículo: M1422133311

Más información sobre este vendedor | Contactar al vendedor

Comprar nuevo
EUR 23,47
Convertir moneda

Añadir al carrito

Gastos de envío: GRATIS
A Estados Unidos de America
Destinos, gastos y plazos de envío

10.

Frei, Frances; Morriss, Anne
Publicado por Harvard Business Review Press
ISBN 10: 1422133311 ISBN 13: 9781422133316
Nuevo Tapa dura Cantidad disponible: 1
Librería
Booklot COM LLC
(Philadelphia, PA, Estados Unidos de America)
Valoración
[?]

Descripción Harvard Business Review Press. Hardcover. Condición: New. 1422133311. Nº de ref. del artículo: Z1422133311ZN

Más información sobre este vendedor | Contactar al vendedor

Comprar nuevo
EUR 23,69
Convertir moneda

Añadir al carrito

Gastos de envío: GRATIS
A Estados Unidos de America
Destinos, gastos y plazos de envío

Existen otras copia(s) de este libro

Ver todos los resultados de su búsqueda