Tag Archives: Customer services

Uncommon service : how to win by putting customers at the core of your business by Frances Frei, Anne Morriss. (Boston, Mass. : Harvard Business Review Press, 2012)

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 …
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Open services innovation: rethinking your business to grow and compete in a new era by Henry Chesbrough. (San Francisco, CA : Jossey-Bass, 2011)

The father of “open innovation” is back with his most significant book yet. Henry Chesbrough’s acclaimed book Open Innovation described a new paradigm for management in the 21st century. Open Services Innovation offers a new approach that demonstrates how open innovation combined with a services approach to business is an effective and powerful way to …
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Empowered: Unleash Your Employees, Energize Your Customers, and Transform Your Business by Josh Bernoff. (Harvard Business Press, 2010)

Synopsis You know it’s happening within your organization. Your people, armed with cheap, accessible technology, are connecting with customers and building innovative new solutions. But who are these creative problem-solvers? How can you be one? And just as important, how can you lead them? Author Josh Bernoff calls them HEROes: highly empowered and resourceful operatives. …
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Exceptional Service, Exceptional Profit: The Secrets of Building a Five-star Customer Service Organization by Leonardo Inghilleri and Micah Solomon. (American Management Association, 2010)

Synopsis  What if you could protect your business against competitive inroads – once and for all? And what if you could build unprecedented strategic and financial value for your business – through good times and bad? You’ll be able to do precisely this, explain acclaimed entrepreneurs Leonardo Inghilleri and Micah Solomon, once you learn the …
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