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Uncommon Service: How to Win by Putting Customers at the Core of Your Business by Anne Morriss, Frances Frei

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Notes

Introduction

1. In the case of Southwest, we’re concerned about the impact of its recent merger with AirTran. It’s hard to imagine how these seemingly disparate service models will integrate gracefully.

Chapter One

1. For a great discussion of Walmart’s overall strategy, see David Collis and Mike Rukstad, “Can You Say What Your Strategy Is?” Harvard Business Review, April 2008, 82–90. This article uses the strategy maps created by Jan Rivkin. Around the world, we have seen evidence of Rivkin’s pedagogy. He’s a brilliant educator and generous colleague. We, and countless others, are better off for it.

2. For several more examples of challenging industry norms, see the insightful (and playful) article by Gail McGovern and Youngme Moon, “Companies ...

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