Lyt når som helst, hvor som helst

Nyd den ubegrænsede adgang til tusindvis af spændende e- og lydbøger - helt gratis

  • Lyt og læs så meget du har lyst til
  • Opdag et kæmpe bibliotek fyldt med fortællinger
  • Eksklusive titler + Mofibo Originals
  • Opsig når som helst
Start tilbuddet
DK - Details page - Device banner - 894x1036

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

1 Anmeldelser

3

Længde
6T 52M
Sprog
Engelsk
Format
Kategori

Økonomi & Business

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: (1) How do customers define "excellence" in your offering? Is it convenience? Friendliness? Flexible choices? Price?, (2) How will you get paid for that excellence? Will you charge customers more? Get them to handle more service tasks themselves?, (3) 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?, and (4) 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.

© 2020 Recorded Books (Lydbog): 9781980090809

Release date

Lydbog: 9. juni 2020

Andre kan også lide...

  1. The Customer Success Economy: Why Every Aspect Of Your Business Model Needs A Paradigm Shift Nick Mehta
  2. What CEOs Need To Know About Design: A business leader's guide to working with designers Audrey Crane
  3. HBR's 10 Must Reads on Career Resilience Harvard Business Review
  4. Coaching for Leadership: Writings on Leadership from the World's Greatest Coaches Marshall Goldsmith
  5. Eat, Sleep, Innovate: How to Make Creativity an Everyday Habit Inside Your Organization Scott D. Anthony
  6. Lateral Leadership: A Practical Guide for Agile Product Managers Tim Herbig
  7. It's the Customer, Stupid!: 34 Wake-up Calls to Help You Stay Client-Focused Jeffrey Gitomer
  8. Move Fast & Fix Things: The Trusted Leader's Guide to Solving Hard Problems Anne Morriss
  9. What Great Service Leaders Know and Do: Creating Breakthroughs in Service Firms James L. Heskett
  10. Running Lean: Iterate from Plan A to a Plan That Works, 3rd Edition Ash Maurya
  11. The Clayton M. Christensen Reader Clayton M. Christensen
  12. HBR Guide to Navigating the Toxic Workplace Harvard Business Review
  13. Selling the Price Increase: The Ultimate B2B Field Guide for Raising Prices Without Losing Customers Jeb Blount
  14. Business Model Shifts: Six Ways to Create New Value For Customers Patrick van der Pijl
  15. Kill The Company: End the Status Quo, Start an Innovation Revolution Lisa Bodell
  16. The Executive Checklist: A Guide for Setting Direction and Managing Change James M. Kerr
  17. Competing in the New World of Work: How Radical Adaptability Separates the Best from the Rest Keith Ferrazzi
  18. Startup Boards: Getting the Most Out of Your Board of Directors Brad Feld
  19. Ready to Be a Thought Leader? - How to Increase Your Influence, Impact and Success: How to Increase Your Influence, Impact, and Success Guy Kawasaki
  20. Selling Technology the Sandler Way: Finding Technical Solutions that Win Long-Term Business Relationships Rich Chiarello
  21. Shaping the Game: The New Leader's Guide to Effective Negotiating Michael D. Watkins
  22. Fit to Compete: Why Honest Conversations about Your Company’s Capabilities Are the Key to a Winning Strategy Michael Beer
  23. The Pursuit of Excellence: The Uncommon Behaviors of the World's Most Productive Achievers Ryan Hawk
  24. Virtual Selling: A Quick-Start Guide to Leveraging Video Based Technology to Engage Remote Buyers and Close Deals Fast Jeb Blount
  25. People Follow You: The Real Secret to What Matters Most in Leadership Jeb Blount
  26. Mental Models In A Nutshell: Practical Thinking Frameworks To Amplify Your Decision Making And Simplify Your Life Thinknetic
  27. TouchPoints: Creating Powerful Leadership Connections in the Smallest of Moments Mette Norgaard
  28. Scaling Leadership: Building Organizational Capability and Capacity to Create Outcomes that Matter Most William A. Adams
  29. Million Dollar Maverick: Forge Your Own Path to Think Differently, Act Decisively, and Succeed Quickly: Forge Your Own Path to Think Differenly, Act Decisively, and Succeed Quickly Alan Weiss
  30. Who Do You Want Your Customers to Become Michael Schrage
  31. Leading with Strategic Thinking: Four Ways Effective Leaders Gain Insight, Drive Change, and Get Results B. Keith Simerson
  32. Selling through Tough Times: Grow Your Profits and Mental Resilience through any Downturn Paul Reilly
  33. Chess Not Checkers: Elevate Your Leadership Game Mark Miller
  34. You Win in the Locker Room First: The 7 C's to Build a Winning Team in Business, Sports, and Life Jon Gordon
  35. HBR Daily Leader: Everyday Wisdom for Exceptional Leadership Harvard Business Review
  36. Smart Growth: How to Grow Your People to Grow Your Company Whitney Johnson
  37. Coaching Salespeople into Sales Champions: A Tactical Playbook for Managers and Executives Keith Rosen
  38. The Responsibility Revolution: How the Next Generation of Businesses Will Win Bill Breen
  39. Stealing the Corner Office: The Winning Career Strategies They'll Never Teach You in Business School Brendan Reid
  40. Sell Different!: All New Sales Differentiation Strategies to Outsmart, Outmaneuver and Outsell the Competition Lee B. Salz
  41. The Essential Deming: Leadership Principles from the Father of Quality W. Edwards Deming
  42. The Leadership Challenge, 7th Edition: How to Make Extraordinary Things Happen in Organizations Barry Z. Posner
  43. The Best Place to Work: The Art and Science of Creating an Extraordinary Workplace Ron Friedman
  44. The Employee Experience Advantage: How to Win the War for Talent by Giving Employees the Workspaces they Want, the Tools they Need, and a Culture They Can Celebrate Jacob Morgan
  45. What You Really Need to Lead: The Power of Thinking and Acting Like an Owner Robert S. Kaplan
  46. Taking People With You: The Only Way to Make Big Things Happen David Novak
  47. The Future of Competititve Strategy Mohan Subramaniam
  48. Smash The Funnel: The Cyclonic Buyer Journey--A New Map for Sustainable, Repeatable, Predictable Revenue Generation Eric Keiles

Vælg dit abonnement

  • Over 600.000 titler

  • Download og nyd titler offline

  • Eksklusive titler + Mofibo Originals

  • Børnevenligt miljø (Kids Mode)

  • Det er nemt at opsige når som helst

Flex

For dig som vil prøve Mofibo.

89 kr. /måned
  • 1 konto

  • 20 timer/måned

  • Gem op til 100 ubrugte timer

  • Eksklusivt indhold hver uge

  • Fri lytning til podcasts

  • Ingen binding

Prøv gratis
Den mest populære

Premium

For dig som lytter og læser ofte.

129 kr. /måned
  • 1 konto

  • 100 timer/måned

  • Eksklusivt indhold hver uge

  • Fri lytning til podcasts

  • Ingen binding

Start tilbuddet

Unlimited

For dig som lytter og læser ubegrænset.

149 kr. /måned
  • 1 konto

  • Ubegrænset adgang

  • Eksklusivt indhold hver uge

  • Fri lytning til podcasts

  • Ingen binding

Start tilbuddet

Family

For dig som ønsker at dele historier med familien.

Fra 179 kr. /måned
  • 2-6 konti

  • 100 timer/måned pr. konto

  • Fri lytning til podcasts

  • Kun 39 kr. pr. ekstra konto

  • Ingen binding

2 konti

179 kr. /måned
Prøv gratis