In a volatile economy, the old rules of strategic advantage no longer hold true. In this environment, service must be viewed no longer as just a damage control function, but as a source of differentiation and competitive advantage. That means that companies must weave uncommon service into every core decision.
In her book Uncommon Service, Harvard Business School Professor Frances Frei makes a powerful case for a new and systematic approach to service as a means of boosting productivity, profitability, and competitive advantage.
In this interactive Harvard Business Review webinar, Frei talks about her transformed view of service, and describes a new type of operating model built on tough choices that organizations must make. She outlines how customers define service excellence, how to get paid for that excellence, how to empower employees to deliver excellence, and more.