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

by Anne Morriss and Frances Frei

Book Overview

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...

• Format: Hardcover
• Language: English
• ISBN: 1422133311
• ISBN13: 9781422133316
• Release Date: February 2012
• Publisher: Harvard Business Review Press
• Length: 272 Pages
• Weight: 1.12 lbs.
• Dimensions: 0.9" x 6.2" x 9.7"