Uncommon Service by Frances Frei & Anne Morriss Summary
Overview of Uncommon Service
Revolutionizing customer service from cost center to competitive weapon, "Uncommon Service" reveals why excellence requires strategic trade-offs. Endorsed by franchise leaders alongside Gino Wickman's works, it's the blueprint Harvard Business Review calls essential for turning service into your unfair advantage.
Similar books to Uncommon Service
著者の声を通じて本を感じる
知識を魅力的で例が豊富な洞察に変換
キーアイデアを瞬時にキャプチャして素早く学習
楽しく魅力的な方法で本を楽しむ
重要なポイント
The Service Paradox: Why Excellence Requires Strategic Sacrifice
Why is exceptional service so rare in a world dominated by service industries? The answer lies in a counterintuitive truth: you can't be good at everything. Commerce Bank (now TD Bank) built remarkable success by making deliberate choices about where to excel and where to underperform. They hired friendly, enthusiastic people who lacked technical banking skills but delivered exceptional experiences. Their branches stayed open late and on weekends, offered free coin counting, and welcomed dogs with treats. To fund this model, they simplified their product offerings and paid lower deposit rates-sacrificing cross-selling metrics and interest competitiveness to win on customer satisfaction. This pattern appears consistently across successful service organizations. Southwest Airlines excels at low prices and friendly service while deliberately underperforming on network reach and amenities. Walmart sacrifices sales help and ambiance to deliver on low prices and wide selection. Most companies face a choice: try to be good at everything and achieve mediocrity, or make strategic trade-offs to excel where it matters most. The key is identifying what matters most to your target customers and being willing to disappoint them in less important areas. What distinguishes great service companies isn't trying harder-it's making smarter trade-offs that align with customer priorities.
Finding the Money: How to Fund Service Excellence
Designing for Real Humans, Not Superheroes
The Customer as Co-Creator of Service
Culture: The Invisible Engine of Service Excellence
Scaling Excellence: Growing Without Compromise
The Courage to Choose Greatness
クイックサマリーモード - 『Uncommon Service』の要約を9分で読む・聴く
『Uncommon Service』の核心的なアイデアを分かりやすいポイントに分解し、革新的なチームがどのように創造、協力、成長するかを理解します。
フラッシュカードモード - 『Uncommon Service』から厳選した11の洞察
『Uncommon Service』を素早い記憶のヒントに凝縮し、率直さ、チームワーク、創造的な回復力の主要原則を強調します。
エンタメモード - 『Uncommon Service』のレッスンを22分のストーリーで
鮮やかなストーリーテリングを通じて『Uncommon Service』を体験し、イノベーションのレッスンを記憶に残り、応用できる瞬間に変えます。
パーソナライズモード - 『Uncommon Service』の要約を0分で読む・聴く
何でも質問し、声を選び、本当にあなたに響く洞察を一緒に作り出しましょう。
"Instead of endless scrolling, I just hit play on BeFreed. It saves me so much time."
"I never knew where to start with nonfiction—BeFreed’s book lists turned into podcasts gave me a clear path."
"Perfect balance between learning and entertainment. Finished ‘Thinking, Fast and Slow’ on my commute this week."
"Crazy how much I learned while walking the dog. BeFreed = small habits → big gains."
"Reading used to feel like a chore. Now it’s just part of my lifestyle."
"Feels effortless compared to reading. I’ve finished 6 books this month already."
"BeFreed turned my guilty doomscrolling into something that feels productive and inspiring."
"BeFreed turned my commute into learning time. 20-min podcasts are perfect for finishing books I never had time for."
"BeFreed replaced my podcast queue. Imagine Spotify for books — that’s it. 🙌"
"It is great for me to learn something from the book without reading it."
"The themed book list podcasts help me connect ideas across authors—like a guided audio journey."
"Makes me feel smarter every time before going to work"
"Instead of endless scrolling, I just hit play on BeFreed. It saves me so much time."
"I never knew where to start with nonfiction—BeFreed’s book lists turned into podcasts gave me a clear path."
"Perfect balance between learning and entertainment. Finished ‘Thinking, Fast and Slow’ on my commute this week."
"Crazy how much I learned while walking the dog. BeFreed = small habits → big gains."
"Reading used to feel like a chore. Now it’s just part of my lifestyle."
"Feels effortless compared to reading. I’ve finished 6 books this month already."
"BeFreed turned my guilty doomscrolling into something that feels productive and inspiring."
"BeFreed turned my commute into learning time. 20-min podcasts are perfect for finishing books I never had time for."
"BeFreed replaced my podcast queue. Imagine Spotify for books — that’s it. 🙌"
"It is great for me to learn something from the book without reading it."
"The themed book list podcasts help me connect ideas across authors—like a guided audio journey."
"Makes me feel smarter every time before going to work"
"Instead of endless scrolling, I just hit play on BeFreed. It saves me so much time."
"I never knew where to start with nonfiction—BeFreed’s book lists turned into podcasts gave me a clear path."
"Perfect balance between learning and entertainment. Finished ‘Thinking, Fast and Slow’ on my commute this week."
"Crazy how much I learned while walking the dog. BeFreed = small habits → big gains."
"Reading used to feel like a chore. Now it’s just part of my lifestyle."
"Feels effortless compared to reading. I’ve finished 6 books this month already."
"BeFreed turned my guilty doomscrolling into something that feels productive and inspiring."
"BeFreed turned my commute into learning time. 20-min podcasts are perfect for finishing books I never had time for."
"BeFreed replaced my podcast queue. Imagine Spotify for books — that’s it. 🙌"
"It is great for me to learn something from the book without reading it."
"The themed book list podcasts help me connect ideas across authors—like a guided audio journey."
"Makes me feel smarter every time before going to work"
"Instead of endless scrolling, I just hit play on BeFreed. It saves me so much time."
"I never knew where to start with nonfiction—BeFreed’s book lists turned into podcasts gave me a clear path."
"Perfect balance between learning and entertainment. Finished ‘Thinking, Fast and Slow’ on my commute this week."
"Crazy how much I learned while walking the dog. BeFreed = small habits → big gains."
"Reading used to feel like a chore. Now it’s just part of my lifestyle."
"Feels effortless compared to reading. I’ve finished 6 books this month already."
"BeFreed turned my guilty doomscrolling into something that feels productive and inspiring."
"BeFreed turned my commute into learning time. 20-min podcasts are perfect for finishing books I never had time for."
"BeFreed replaced my podcast queue. Imagine Spotify for books — that’s it. 🙌"
"It is great for me to learn something from the book without reading it."
"The themed book list podcasts help me connect ideas across authors—like a guided audio journey."
"Makes me feel smarter every time before going to work"
Uncommon Serviceの要約をPDFまたはEPUBで無料でダウンロード。印刷やオフラインでいつでもお読みいただけます。