Tag Archives: Service industries–Management

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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