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.
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: 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.
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: 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.
From the former editor in chief of House Beautiful, a vividly fresh collection of personality-filled kitchen designs and remodeling wisdom from innovators, designers, and creative thinkers The past...
BookLoop is your trusted local Australian destination for books, games, toys, puzzles, tarot cards, stationery, and thoughtful gifts, offering a huge range of carefully curated products for curious minds of all ages. As a proudly Australian-owned bookstore, we are passionate about connecting our community with inspiring reads, creative play, and unique finds that bring joy, spark imagination, and support lifelong learning. Whether you're shopping for bestselling fiction, children’s picture books, educational resources, or non-fiction titles that encourage mental health, mindfulness, and personal growth, our ever-expanding book collection has something for everyone—including titles from local Australian authors that celebrate homegrown talent and storytelling. But we’re more than just a bookstore—our diverse range includes engaging puzzles for solo or family fun, educational and screen-free toys designed to develop skills and creativity, and family-friendly board games that bring people together. If you're looking for something with a little extra meaning, our beautifully illustrated tarot cards and oracle decks are perfect for beginners and seasoned readers alike, with options chosen for their artistry, symbolism, and accessibility. We also carry a range of gifts and stationery, from handcrafted journals and high-quality pens to bookmarks, greeting cards, candles, and calming tools, making it easy to find the perfect present for birthdays, celebrations, or simply because. Every product on our shelves is selected with care, quality, and purpose, making BookLoop a one-stop shop for thoughtful, meaningful shopping that supports creativity and wellbeing. We believe in the value of small business and community connection, which is why we’re committed to sourcing products that reflect our values and offering the kind of friendly, personalised service that big retailers can’t match. When you shop with us, you’re not only choosing beautifully curated items—you’re supporting a local Australian business that genuinely cares. We ship Australia-wide with a flat rate to keep things simple and affordable, and every order is carefully packed and quickly dispatched by our small, dedicated team. Our online shopping experience is safe, easy, and user-friendly, making it convenient to explore our wide range of books, gifts, and games from the comfort of home. We’ve seen a growing demand for titles and toys that support mental health, especially in children and teens, and we’re proud to stock a growing number of books on ADHD, emotional regulation, positive thinking, and self-esteem, as well as calming puzzles and sensory-friendly gifts that are both fun and supportive. Whether you're looking to inspire a young reader, encourage imaginative play, find your next favourite novel, or gift someone something truly special, BookLoop has you covered. Thank you for choosing to shop local and support a business that believes in the power of stories, creativity, and connection—explore our full collection today and experience the difference of thoughtful, heart-led retail with BookLoop.
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