Uncommon Service - Frances Frei and Anne Morris

Introduction: If This Is a Service Economy, Why Am I Still on Hold?

“Here's what we've learned: uncommon service is not born from attitude and effort, but from design choices made in the very blueprints of a business model. It's easy to throw service into a mission statement and periodically do whatever it takes to make a customer happy. What's hard is designing a service model that allows average employees — not just the exceptional ones — to produce service excellence as an everyday routine. Outstanding service organizations create offerings, funding strategies, systems, and cultures that set their people up to excel casually.

(Frei & Morris, “Uncommon Service”, p.20)

Uncommon Service - Frances Frei and Anne Morris

Introduction: If This Is a Service Economy, Why Am I Still on Hold?

“Here's what we've learned: uncommon service is not born from attitude and effort, but from design choices made in the very blueprints of a business model. It's easy to throw service into a mission statement and periodically do whatever it takes to make a customer happy. What's hard is designing a service model that allows average employees — not just the exceptional ones — to produce service excellence as an everyday routine. Outstanding service organizations create offerings, funding strategies, systems, and cultures that set their people up to excel casually.

(Frei & Morris, “Uncommon Service”, p.20)

Appendix

“a. Dan Ariely, "The Customers' Revenge,” Harvard Business Review, December 2007, 31-43