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 Bedømmelse

3

Varighed
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

Udgivelsesdato

Lydbog: 9. juni 2020

Andre kan også lide...

  1. Lateral Leadership: A Practical Guide for Agile Product Managers Tim Herbig
  2. The Customer Success Economy: Why Every Aspect Of Your Business Model Needs A Paradigm Shift Nick Mehta
  3. What Great Service Leaders Know and Do: Creating Breakthroughs in Service Firms James L. Heskett
  4. The Leader's Guide to Storytelling: Mastering the Art and Discipline of Business Narrative Stephen Denning
  5. Move Fast & Fix Things: The Trusted Leader's Guide to Solving Hard Problems Anne Morriss
  6. The Clayton M. Christensen Reader Clayton M. Christensen
  7. What CEOs Need To Know About Design: A business leader's guide to working with designers Audrey Crane
  8. HBR's 10 Must Reads on Managing People, Vol. 2 (with bonus article “The Feedback Fallacy” by Marcus Buckingham and Ashley Goodall) Marcus Buckingham
  9. The Executive Checklist: A Guide for Setting Direction and Managing Change James M. Kerr
  10. Business Model Shifts: Six Ways to Create New Value For Customers Patrick van der Pijl
  11. Eat, Sleep, Innovate: How to Make Creativity an Everyday Habit Inside Your Organization Scott D. Anthony
  12. Running Lean: Iterate from Plan A to a Plan That Works, 3rd Edition Ash Maurya
  13. Startup Boards: Getting the Most Out of Your Board of Directors Brad Feld
  14. The Oz Principle: Getting Results Through Individual and Organizational Accountability Craig Hickman
  15. Selling the Price Increase: The Ultimate B2B Field Guide for Raising Prices Without Losing Customers Jeb Blount
  16. Fit to Compete: Why Honest Conversations about Your Company’s Capabilities Are the Key to a Winning Strategy Michael Beer
  17. Kill The Company: End the Status Quo, Start an Innovation Revolution Lisa Bodell
  18. Chess Not Checkers: Elevate Your Leadership Game Mark Miller
  19. Shaping the Game: The New Leader's Guide to Effective Negotiating Michael D. Watkins
  20. Leading with Strategic Thinking: Four Ways Effective Leaders Gain Insight, Drive Change, and Get Results B. Keith Simerson
  21. Virtual Selling: A Quick-Start Guide to Leveraging Video Based Technology to Engage Remote Buyers and Close Deals Fast Jeb Blount
  22. Competing in the New World of Work: How Radical Adaptability Separates the Best from the Rest Keith Ferrazzi
  23. 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
  24. Mental Models In A Nutshell: Practical Thinking Frameworks To Amplify Your Decision Making And Simplify Your Life Thinknetic
  25. Coaching Salespeople into Sales Champions: A Tactical Playbook for Managers and Executives Keith Rosen
  26. Virtual Training: The Art of Conducting Powerful Virtual Training that Engages Learners and Makes Knowledge Stick Jeb Blount
  27. Scaling Leadership: Building Organizational Capability and Capacity to Create Outcomes that Matter Most William A. Adams
  28. The Responsibility Revolution: How the Next Generation of Businesses Will Win Bill Breen
  29. Lead from the Future: How to Turn Visionary Thinking Into Breakthrough Growth Mark W. Johnson
  30. Smart Growth: How to Grow Your People to Grow Your Company Whitney Johnson
  31. Stealing the Corner Office: The Winning Career Strategies They'll Never Teach You in Business School Brendan Reid
  32. The Pursuit of Excellence: The Uncommon Behaviors of the World's Most Productive Achievers Ryan Hawk
  33. 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
  34. The Leadership Challenge, 7th Edition: How to Make Extraordinary Things Happen in Organizations Barry Z. Posner
  35. Foolproof Hiring: Powerful, Proven Keys to Hiring HIGH Performers Brad Smart
  36. Beyond Disruption: Innovate and Achieve Growth without Displacing Industries, Companies, or Jobs W. Chan Kim
  37. Taking People With You: The Only Way to Make Big Things Happen David Novak
  38. Selling Technology the Sandler Way: Finding Technical Solutions that Win Long-Term Business Relationships Rich Chiarello
  39. Smash The Funnel: The Cyclonic Buyer Journey--A New Map for Sustainable, Repeatable, Predictable Revenue Generation Eric Keiles
  40. You Win in the Locker Room First: The 7 C's to Build a Winning Team in Business, Sports, and Life Jon Gordon
  41. Leading Growth: The Proven Formula for Consistently Increasing Revenue, 1st Edition Anthony Iannarino
  42. Story 10X: Turn the Impossible Into the Inevitable Michael Margolis
  43. Beyond Team Building: How to Build High Performing Teams and the Culture to Support Them Jeffrey H. Dyer
  44. How to F*ck Up Your Startup: The Science Behind Why 90% of Companies Fail - and How You Can Avoid It Kim Hvidkjaer

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
Start tilbuddet