Uncommon Service by Frances Frei & Anne Morriss

This audiobook is narrated by a digital voice. Uncommon Service: How to Win by Putting Customers at the Core of Your Business An Audiobook Summary Transform Your Business with Service Excellence in Just 10 Minutes In today's competitive landscape, exceptional service isn't just nice to have—it's your secret weapon. Harvard Business School professors Frances Frei and Anne Morriss reveal a counterintuitive truth in Uncommon Service: to deliver extraordinary service, you must be strategically terrible at something else. This capsule version of the book captures its most powerful ideas in just 10 minutes. The audio distills the core insights and essential lessons, cutting out the fluff and saving you hours. If you've read the book before, it's a great way to revisit and reinforce what matters most. Discover how businesses can deliver exceptional service by strategically designing their operations around customer-centric goals. Learn the four fundamental truths about customer service that separate industry leaders from the competition. Understand why trying to excel at everything leads to mediocrity, and how focusing your resources creates breakthrough results. In a volatile economy where traditional strategic advantages no longer hold, service becomes your competitive weapon—not a damage-control function. This means weaving service into every core business decision, from funding mechanisms to employee management systems. The authors reveal how to build organizational cultures that naturally produce service excellence, showing you the deliberate design choices that make great service profitable, sustainable, and scalable. You'll learn practical frameworks for aligning your entire organization around what matters most to your customers. This version gives you all the practical takeaways you need to start taking action right away. Stop settling for good enough service and discover how to make it your competitive advantage.