Uncommon Service

Author: Frances Frei
Publisher: Harvard Business Press
ISBN: 1422133311
Size: 14.70 MB
Format: PDF, ePub, Docs
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Offers an organizational design model for service organizations, covering such topics as funding mechanisms, employee management systems, and customer management systems.

Uncommon Service

Author: Frances Frei
Publisher: Harvard Business Review Press
ISBN: 1422142361
Size: 60.21 MB
Format: PDF
View: 547
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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.

Uncommon Service

Author: Frances Frei
Publisher: Harvard Business Press
ISBN: 1422133311
Size: 49.49 MB
Format: PDF
View: 6052
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Offers an organizational design model for service organizations, covering such topics as funding mechanisms, employee management systems, and customer management systems.

How Companies Win

Author: Rick Kash
Publisher: Harper Collins
ISBN: 0062029452
Size: 39.12 MB
Format: PDF
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In a world of contracting markets and diminished consumer demand, The Cambridge Group founder Rick Kash and Nielsen Company CEO David Calhoun show companies how to find new customers and bigger profits. How Companies Win makes The Cambridge Group’s proprietary demand model—a strategy which multi-million dollar corporations pay premium rates to access—available to the general public for the first time. Taking the reigns from Larry Bossidy’s Execution, W. Chan Kim and Renée Mauborgne’s Blue Ocean Strategy, and Kash’s own The New Law of Demand and Supply, this is a must-have for succeeding in business in the twenty-first century.

Summary Uncommon Service

Author: BusinessNews Publishing
Publisher: Primento
ISBN: 2511018764
Size: 23.18 MB
Format: PDF
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The must-read summary of Frances Frei and Anne Morriss' book: "Uncommon Service: How to Win by Putting Customers at the Core of Your Business". This complete summary of the ideas from Frances Frei and Anne Morriss' book "Uncommon Service" shows that it’s not enough to demand that employees deliver a great service. In other words, it is indispensable to design a business model so that all employees deliver excellent service as an everyday occurrence. This summary provides a guideline in five steps to establish the cornerstones for delivering uncommon service on an ongoing basis. Added-value of this summary: • Save time • Understand key concepts • Expand your knowledge To learn more, read "Uncommon Service" and discover the key to developing excellence in your business.

Services Marketing Concepts Strategies Cases

Author: K. Douglas Hoffman
Publisher: Cengage Learning
ISBN: 1305855590
Size: 55.77 MB
Format: PDF, ePub, Docs
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Readers examine the use of services marketing as a competitive tool from a uniquely broad perspective with Hoffman/Bateson’s SERVICES MARKETING: CONCEPTS, STRATEGIES, AND CASES, 5E. Using a reader-friendly, streamlined structure, this book explores services marketing not only as an essential focus for service firms, but also as a competitive advantage for companies that market tangible products. A wealth of real examples feature a variety of businesses from industries both within and beyond the nine service economy supersectors: education and health services, financial activities, government, information, leisure and hospitality, professional and business services, transportation and utilities, wholesale and retail trade, and other services. Cutting-edge data addresses current issues, such as sustainability, technology, and the global market, giving readers valuable insights and important skills for success in business today. Important Notice: Media content referenced within the product description or the product text may not be available in the ebook version.

Confessions Of The Pricing Man

Author: Hermann Simon
Publisher: Springer
ISBN: 3319204009
Size: 59.86 MB
Format: PDF, ePub
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The world’s foremost expert on pricing strategy shows how this mysterious process works and how to maximize value through pricing to company and customer. In all walks of life, we constantly make decisions about whether something is worth our money or our time, or try to convince others to part with their money or their time. Price is the place where value and money meet. From the global release of the latest electronic gadget to the bewildering gyrations of oil futures to markdowns at the bargain store, price is the most powerful and pervasive economic force in our day-to-day lives and one of the least understood. The recipe for successful pricing often sounds like an exotic cocktail, with equal parts psychology, economics, strategy, tools and incentives stirred up together, usually with just enough math to sour the taste. That leads managers to water down the drink with hunches and rules of thumb, or leave out the parts with which they don’t feel comfortable. While this makes for a sweeter drink, it often lacks the punch to have an impact on the customer or on the business. It doesn’t have to be that way, though, as Hermann Simon illustrates through dozens of stories collected over four decades in the trenches and behind the scenes. A world-renowned speaker on pricing and a trusted advisor to Fortune 500 executives, Simon’s lifelong journey has taken him from rural farmers’ markets, to a distinguished academic career, to a long second career as a n entrepreneur and management consultant to companies large and small throughout the world. Along the way, he has learned from Nobel Prize winners and leading management gurus, and helped countless managers and executives use pricing as a way to create new markets, grow their businesses and gain a sustained competitive advantage. He also learned some tough personal lessons about value, how people perceive it, and how people profit from it. In this engaging and practical narrative, Simon leaves nothing out of the pricing cocktail, but still makes it go down smoothly and leaves you wanting to learn more and do more—as a consumer or as a business person. You will never look at pricing the same way again.

Roar Get Heard In The Sales And Marketing Jungle

Author: Kevin Daum
Publisher: John Wiley and Sons
ISBN: 9780470609866
Size: 16.57 MB
Format: PDF, ePub, Docs
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Don't just get your message out. ROAR it out! In this captivating parable, you'll follow Ryan Miller, an executive struggling with reduced sales in a challenging economy. Ryan is mentored by his old Livingston, New Jersey high school friend, Lenny Bernstein, now a Hasidic Jew in Brooklyn having great success in his packaging business. Over a series of lunches around New York City, Lenny shares the key insights that have driven his sales through the roof, while allowing him to run his business efficiently-and still have plenty of time for family. Lenny explains the simple mnemonic R-O-A-R Recognize the four types of buyers Observe from the buyer's perspective, and adapt your message Acknowledge the buyer's special wants and needs Resolve the buyer's issues Praised by renowned money manager Ken Fisher, Roar! gives you a 3,500-year-old sales secret that has never before been articulated in a business context, one you can use to recharge your sales operation and revitalize both your business and your life. It may be a jungle out there, but it's a little less scary once you know how to ROAR!

The Inside Advantage

Author: Robert Bloom
Publisher: McGraw Hill Professional
ISBN: 0071762574
Size: 35.50 MB
Format: PDF, Mobi
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Be the Driving Force Behind Your Company's Growth Robert H. Bloom has discovered that every enterprise has at least one strategic asset-one existing strength-that can form the foundation for future growth. He calls this an Inside Advantage. This strength usually lies unrecognized in an activity the business is currently performing or in a concept or an idea that the business already owns. Finding this hidden potential and becoming well known for it will grow the business. This strategy reflects Bloom's 45 years of experience in growing businesses and brands of every size and type, including famous companies such as Southwest Airlines, T-Mobile, T.G.I. Friday's, Zales, Nestlé, and L'Oréal, as well as not-so-famous B2B firms, not-for-profit organizations, and start-ups. Now, through his Growth Discovery Process, he is making his strategy available to all people who know their craft but don't know how to craft a growth strategy. Bloom's process is a plain-language path of discovery with only four steps. Whether you are a business leader, a manager, or an entrepreneur, this Growth Discovery Process will enable you to gain a profound insight into the core values of your enterprise. It will guide you to a clear understanding of who your customers are and what your special offerings to those customers should be. Finally, the process will stimulate a host of ideas-what Bloom calls Imaginative Acts-for highlighting your Inside Advantage and making it well known to current and prospective customers. Doing what you're good at and doing it better than anyone else will create growth. The Inside Advantage will help you capture that magic moment when customers will select your product or service over those of your competitors.

Goal The Ball Doesn T Go In By Chance

Author: Ferran Soriano
Publisher: Palgrave Macmillan
ISBN: 1137004800
Size: 48.81 MB
Format: PDF
View: 7506
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GET TO THE TOP OF YOUR GAME What can managers learn from the successes – and mistakes – of some of the world's greatest football clubs? In Goal, Ferran Soriano, Former Vice-President of Barcelona Football Club, shows you how to lead your team in a high-pressure environment and explores how the choices you make in the heat of the moment can have far-reaching effects on the future of your business. With his inside knowledge, this book is filled with fascinating insights into the behind-the-scenes world of international football. Goal shows how good management and strong leadership in every area of your organization – talent and retention, marketing and public relations, strategy and risk – are crucial to success. With colourful examples from the fast-paced world of football, Ferran Soriano brings this guide to management style and strategy to life.