Audio Books →Uncommon Service How to Win by Putting Customers at the Core of Your Business

How do customers define "excellence" in your offering? Is it convenience? Friendliness? Flexible choices? Price?
How will you get paid for that excellence? Will you charge customers more? Get them to handle more service tasks themselves?
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?
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.