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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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Index

acceptance, 202

acquisitions, 197

as response to competition, 203

at Zappos, 214–215

airlines

automated passenger updates by, 82

palatable and unpalatable fees by, 58–62

self-service check-in, 76–77

standardization in, 191

Amazon, 73–74

andon cord, 151

anger, 201

anti-heroes, 3–6

A&P, 74–75

Apple, 28–29

Ariely, Dan, 181–182

Armani Exchange (A/X), 204

arrival variability, 122

artifacts, 162

Asda, 62–64

assumptions

about customers, 42, 148–150

about employees’ jobs, 111

attitude

about customers, 32

aptitude vs., 16–17, 92–95

attribute maps, 30–45

customer perspective in, 32

customer preferences in, 30

defining attributes for, 35–36

diagonal representation for creating, 31

IKEA, 50

Kiva, 25

marketing vs. operating segments in, 32–36

“need ...

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