Uncommon Service

This insightful book reveals how Uncommon Service can transform service into a competitive advantage, driving productivity and profitability in modern businesses.

In Uncommon Service, authors Frances Frei and Anne Morriss challenge conventional views on customer service, presenting it as a vital component for achieving competitive advantage in today's dynamic economy. They argue that service should no longer be seen merely as a reactive function meant to address complaints; instead, it must be integrated into the very fabric of an organization's strategic decisions. By doing so, businesses can leverage service as a powerful tool for enhancing productivity and profitability.

The book outlines a transformative operating model that compels organizations to make deliberate choices about how they define and deliver service excellence. Frei and Morriss prompt readers to consider questions such as what customers truly value—whether that be convenience, friendliness, or price—and how businesses can effectively charge for that value. They emphasize the importance of empowering employees to deliver exceptional service and the need for a supportive organizational culture that aligns with these goals.

Ultimately, Uncommon Service serves as a guide for leaders looking to rethink their approach to service. It provides practical insights on how to engage customers in a way that fosters respect and cooperation, thereby creating a more productive and profitable business environment. By weaving service into core business strategies, organizations can not only meet but exceed customer expectations, ensuring long-term success in a competitive marketplace.