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

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Added: 2013-08-13
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rbonnard
Created with: MindManager
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...
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.
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Tags: Book strategy business value creation competence attribute model services
Created with: MindManager
Categories: Leadership & Management,
Language: None
Copyright: ©2013 Bonnard Reynald. All Rights Reserved.

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