Uncommon Service outlines how businesses can deliver exceptional service by strategically designing their operations. Frei and Morriss argue for aligning organizational practices with customer-centric goals, highlighting the importance of deliberate service choices.
One big idea: Excellence through strategic trade-offs.
Welcome to this Big Idea Blink. For this type of Blink, our editors choose one thought-provoking insight from a book so you can learn something new in just a few minutes.
The idea we’d like to talk about this time is defining excellence through making strategic trade-offs. Surprisingly, excelling in business doesn’t mean being perfect everywhere; instead, one must focus on prioritized areas while intentionally underperforming elsewhere.
Key idea 2 of 2
Smart sacrifices
Imagine strolling into a café. The aroma of brewing coffee fills the air, but what grabs your attention isn’t just the scent but the buzz of productivity. Everywhere you look, there are remote workers and students deep in focus. Here, the coffee might be average, but oh, the WiFi – fast as lightning! And those seats? Crafted for comfort during those long hours of work or study. This café knows its crowd.
This clever approach is all about smart trade-offs. It’s not scrimping on goodies; it’s splashing them wisely where it counts most – like speedy internet and ergonomic seating for its clientele of digital nomads and students. The café surely could have aimed to serve the finest gourmet coffee in town, but instead, it chose to excel in services that matter most to its specific customers.
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What is Uncommon Service about?
Uncommon Service (2012) unveils an innovative approach to conquering the business world. It emphasizes excellence in customer service by making strategic trade-offs and focussing on what the customers value most.
Uncommon Service Review
Uncommon Service (2012) explores how companies can stand out by providing exceptional customer service. Here's why this book is worth your time:
By emphasizing the importance of meeting customer needs in unexpected ways, the book challenges traditional service approaches, offering a fresh perspective.
Through real-world case studies and practical tools, it equips businesses with strategies to differentiate and excel in today's competitive market.
With its engaging storytelling and actionable insights, it ensures that learning about customer service is anything but dull, keeping readers intrigued and motivated.
Frances Frei is a Harvard Business School professor renowned for her work on organizational transformations. She teamed up with Anne Morriss, the Managing Director of The Leadership Consortium, who is known for challenging conventional leadership wisdom.
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