-
Uncommon Service
- How to Win by Putting Customers at the Core of Your Business
- Narrated by: Eliza Foss
- Length: 6 hrs and 52 mins
- Unabridged Audiobook
- Categories: Business & Careers, Management & Leadership
Add to Cart failed.
Add to Wish List failed.
Remove from wishlist failed.
Adding to library failed
Follow podcast failed
Unfollow podcast failed
Buy for $20.99
No default payment method selected.
We are sorry. We are not allowed to sell this product with the selected payment method
Listeners also enjoyed...
-
Unleashed
- The Unapologetic Leader's Guide to Empowering Everyone Around You
- By: Frances Frei, Anne Morriss
- Narrated by: Eliza Foss
- Length: 6 hrs and 13 mins
- Unabridged
-
Overall4.5 out of 5 stars 104
-
Performance4.5 out of 5 stars 89
-
Story4 out of 5 stars 89
Leadership isn't easy. It takes grit, courage, and vision, among other things, that can be hard to come by on your toughest days. When leaders and aspiring leaders seek out advice, they're often told to try harder. Dig deeper. Look in the mirror and own your natural-born strengths and fix any real or perceived career-limiting deficiencies. Frances Frei and Anne Morriss offer a different worldview. They argue that this popular leadership advice glosses over the most important thing you do as a leader: build others up. Leadership isn't about you.
-
5 out of 5 stars
-
An inspiring book to innovate with conscious leadership
- By Veronica Monroy on 06-26-20
By: Frances Frei, and others
-
Great by Choice
- By: Jim Collins, Morten T. Hansen
- Narrated by: Jim Collins
- Length: 8 hrs and 45 mins
- Unabridged
-
Overall4.5 out of 5 stars 3,005
-
Performance4.5 out of 5 stars 2,542
-
Story4.5 out of 5 stars 2,531
The new question: Ten years after the worldwide bestseller Good to Great, Jim Collins returns to ask: Why do some companies thrive in uncertainty, even chaos, and others do not? In Great by Choice, Collins and his colleague, Morten T. Hansen, enumerate the principles for building a truly great enterprise in unpredictable, tumultuous, and fast-moving times. The new study: Great by Choice distinguishes itself from Collins’s prior work by its focus on the type of unstable environments faced by leaders today.
-
4 out of 5 stars
-
Please re-record this audio book.
- By Teri on 12-12-11
By: Jim Collins, and others
-
Scaling Up
- How a Few Companies Make It...and Why the Rest Don't, Rockefeller Habits 2.0
- By: Verne Harnish
- Narrated by: Spencer Cannon
- Length: 8 hrs and 49 mins
- Unabridged
-
Overall4.5 out of 5 stars 1,967
-
Performance4.5 out of 5 stars 1,642
-
Story4.5 out of 5 stars 1,631
It's been over a decade since Verne Harnish's best-selling book Mastering the Rockefeller Habits was first released. Scaling Up: How a Few Companies Make It...and Why the Rest Don't is the first major revision of this business classic. In Scaling Up, Harnish and his team share practical tools and techniques for building an industry-dominating business.
-
4 out of 5 stars
-
It's good – but mostly for large companies
- By Oliver Nielsen on 11-20-16
By: Verne Harnish
-
The Heart of Business
- Leadership Principles for the Next Era of Capitalism
- By: Hubert Joly, Caroline Lambert - contributor
- Narrated by: Hubert Joly, William Sarris
- Length: 7 hrs and 16 mins
- Unabridged
-
Overall4.5 out of 5 stars 184
-
Performance4.5 out of 5 stars 160
-
Story4.5 out of 5 stars 159
Having recently stepped down as chairman and CEO of Best Buy, Hubert Joly shares the leadership principles illustrated by multiple vivid and concrete stories that underpinned the remarkable resurgence of Best Buy and that he believes are at the heart of business: pursue a noble purpose, put people at the center, embrace all stakeholders, and treat profit as an outcome.
-
5 out of 5 stars
-
We do need leaders who can anchor strategy in a Noble Purpose.
- By Angela on 07-03-21
By: Hubert Joly, and others
-
The Four Things a Service Business Must Get Right (Harvard Business Review)
- By: Frances X. Frei
- Narrated by: Todd Mundt
- Length: 39 mins
- Unabridged
-
Overall4 out of 5 stars 140
-
Performance4 out of 5 stars 101
-
Story4 out of 5 stars 99
An extensive study of the world's best service companies reveals the principles on which they're built. From the April 2008 issue of Harvard Business Review.
-
1 out of 5 stars
-
Unimpressive
- By Amazon Customer on 04-16-15
By: Frances X. Frei
-
The Five Dysfunctions of a Team
- A Leadership Fable
- By: Patrick Lencioni
- Narrated by: Charles Stransky; introduction by Patrick Lencioni
- Length: 3 hrs and 42 mins
- Unabridged
-
Overall4.5 out of 5 stars 14,854
-
Performance4.5 out of 5 stars 11,677
-
Story4.5 out of 5 stars 11,639
In keeping with the parable style, Patrick Lencioni begins by telling the fable of a woman who, as CEO of a struggling Silicon Valley firm, took control of a dysfunctional executive committee and helped its members succeed as a team. Story time over, Lencioni offers explicit instructions for overcoming the human behavioral tendencies that he says corrupt teams. Succinct yet sympathetic, this guide will be a boon for those struggling with the inherent difficulties of leading a group.
-
5 out of 5 stars
-
The BEST book on teamwork available!
- By Will on 04-04-05
By: Patrick Lencioni
-
Unleashed
- The Unapologetic Leader's Guide to Empowering Everyone Around You
- By: Frances Frei, Anne Morriss
- Narrated by: Eliza Foss
- Length: 6 hrs and 13 mins
- Unabridged
-
Overall4.5 out of 5 stars 104
-
Performance4.5 out of 5 stars 89
-
Story4 out of 5 stars 89
Leadership isn't easy. It takes grit, courage, and vision, among other things, that can be hard to come by on your toughest days. When leaders and aspiring leaders seek out advice, they're often told to try harder. Dig deeper. Look in the mirror and own your natural-born strengths and fix any real or perceived career-limiting deficiencies. Frances Frei and Anne Morriss offer a different worldview. They argue that this popular leadership advice glosses over the most important thing you do as a leader: build others up. Leadership isn't about you.
-
5 out of 5 stars
-
An inspiring book to innovate with conscious leadership
- By Veronica Monroy on 06-26-20
By: Frances Frei, and others
-
Great by Choice
- By: Jim Collins, Morten T. Hansen
- Narrated by: Jim Collins
- Length: 8 hrs and 45 mins
- Unabridged
-
Overall4.5 out of 5 stars 3,005
-
Performance4.5 out of 5 stars 2,542
-
Story4.5 out of 5 stars 2,531
The new question: Ten years after the worldwide bestseller Good to Great, Jim Collins returns to ask: Why do some companies thrive in uncertainty, even chaos, and others do not? In Great by Choice, Collins and his colleague, Morten T. Hansen, enumerate the principles for building a truly great enterprise in unpredictable, tumultuous, and fast-moving times. The new study: Great by Choice distinguishes itself from Collins’s prior work by its focus on the type of unstable environments faced by leaders today.
-
4 out of 5 stars
-
Please re-record this audio book.
- By Teri on 12-12-11
By: Jim Collins, and others
-
Scaling Up
- How a Few Companies Make It...and Why the Rest Don't, Rockefeller Habits 2.0
- By: Verne Harnish
- Narrated by: Spencer Cannon
- Length: 8 hrs and 49 mins
- Unabridged
-
Overall4.5 out of 5 stars 1,967
-
Performance4.5 out of 5 stars 1,642
-
Story4.5 out of 5 stars 1,631
It's been over a decade since Verne Harnish's best-selling book Mastering the Rockefeller Habits was first released. Scaling Up: How a Few Companies Make It...and Why the Rest Don't is the first major revision of this business classic. In Scaling Up, Harnish and his team share practical tools and techniques for building an industry-dominating business.
-
4 out of 5 stars
-
It's good – but mostly for large companies
- By Oliver Nielsen on 11-20-16
By: Verne Harnish
-
The Heart of Business
- Leadership Principles for the Next Era of Capitalism
- By: Hubert Joly, Caroline Lambert - contributor
- Narrated by: Hubert Joly, William Sarris
- Length: 7 hrs and 16 mins
- Unabridged
-
Overall4.5 out of 5 stars 184
-
Performance4.5 out of 5 stars 160
-
Story4.5 out of 5 stars 159
Having recently stepped down as chairman and CEO of Best Buy, Hubert Joly shares the leadership principles illustrated by multiple vivid and concrete stories that underpinned the remarkable resurgence of Best Buy and that he believes are at the heart of business: pursue a noble purpose, put people at the center, embrace all stakeholders, and treat profit as an outcome.
-
5 out of 5 stars
-
We do need leaders who can anchor strategy in a Noble Purpose.
- By Angela on 07-03-21
By: Hubert Joly, and others
-
The Four Things a Service Business Must Get Right (Harvard Business Review)
- By: Frances X. Frei
- Narrated by: Todd Mundt
- Length: 39 mins
- Unabridged
-
Overall4 out of 5 stars 140
-
Performance4 out of 5 stars 101
-
Story4 out of 5 stars 99
An extensive study of the world's best service companies reveals the principles on which they're built. From the April 2008 issue of Harvard Business Review.
-
1 out of 5 stars
-
Unimpressive
- By Amazon Customer on 04-16-15
By: Frances X. Frei
-
The Five Dysfunctions of a Team
- A Leadership Fable
- By: Patrick Lencioni
- Narrated by: Charles Stransky; introduction by Patrick Lencioni
- Length: 3 hrs and 42 mins
- Unabridged
-
Overall4.5 out of 5 stars 14,854
-
Performance4.5 out of 5 stars 11,677
-
Story4.5 out of 5 stars 11,639
In keeping with the parable style, Patrick Lencioni begins by telling the fable of a woman who, as CEO of a struggling Silicon Valley firm, took control of a dysfunctional executive committee and helped its members succeed as a team. Story time over, Lencioni offers explicit instructions for overcoming the human behavioral tendencies that he says corrupt teams. Succinct yet sympathetic, this guide will be a boon for those struggling with the inherent difficulties of leading a group.
-
5 out of 5 stars
-
The BEST book on teamwork available!
- By Will on 04-04-05
By: Patrick Lencioni
-
The Long Game
- How to Be a Long-Term Thinker in a Short-Term World
- By: Dorie Clark
- Narrated by: Dorie Clark
- Length: 5 hrs and 23 mins
- Unabridged
-
Overall4 out of 5 stars 109
-
Performance4.5 out of 5 stars 96
-
Story4 out of 5 stars 96
It's no secret that we're pushed to the limit. Today's professionals feel rushed, overwhelmed, and perennially behind. How can we break out of the cycle and create the kind of interesting, meaningful lives that we all seek? Just as CEOs who optimize for quarterly profits often fail to make the strategic investments necessary for long-term growth, the same is true in our own personal and professional lives.
-
5 out of 5 stars
-
Excellent Perspective
- By Eric G Huban on 11-07-21
By: Dorie Clark
-
The Great Game of Business, Expanded and Updated
- The Only Sensible Way to Run a Company
- By: Jack Stack, Bo Burlingham
- Narrated by: Jack Stack, Stephen Baker
- Length: 7 hrs and 7 mins
- Unabridged
-
Overall4.5 out of 5 stars 745
-
Performance4.5 out of 5 stars 625
-
Story4.5 out of 5 stars 617
The Great Game of Business started a business revolution by introducing the world to open-book management, a new way of running a business that created unprecedented profit and employee engagement. The revised and updated edition of The Great Game of Business lays out an entirely different way of running a company.
-
5 out of 5 stars
-
An update on a clap
- By Richard Bagley on 08-04-15
By: Jack Stack, and others
-
BE 2.0 (Beyond Entrepreneurship 2.0)
- Turning Your Business into an Enduring Great Company
- By: Jim Collins, William Lazier
- Narrated by: Jim Collins, Paul Michael
- Length: 13 hrs and 53 mins
- Unabridged
-
Overall4.5 out of 5 stars 295
-
Performance4.5 out of 5 stars 249
-
Story5 out of 5 stars 247
BE 2.0 is a new and improved version of the book that Jim Collins and Bill Lazier wrote years ago. In BE 2.0, Jim Collins honors his mentor, Bill Lazier, who passed away in 2005, and reexamines the original text of Beyond Entrepreneurship with his 2020 perspective. The book includes the original text of Beyond Entrepreneurship, as well as four new chapters and 15 new essays. BE 2.0 pulls together the key concepts across Collins' 30 years of research into one integrated framework called The Map.
-
5 out of 5 stars
-
Stop, Read and Listen-for people wanting to ...
- By Anonymous User on 01-23-21
By: Jim Collins, and others
-
The Motive
- Why So Many Leaders Abdicate Their Most Important Responsibilities
- By: Patrick M. Lencioni
- Narrated by: Jim Frangione
- Length: 2 hrs and 37 mins
- Unabridged
-
Overall4.5 out of 5 stars 1,521
-
Performance5 out of 5 stars 1,288
-
Story4.5 out of 5 stars 1,278
New York Times best-selling author Patrick Lencioni has written a dozen books that focus on how leaders can build teams and lead organizations. In The Motive, he shifts his attention toward helping them understand the importance of why they're leading in the first place. Lencioni thrusts his listeners into a day-long conversation between rival CEOs. Shay Davis is the CEO of Golden Gate Alarm, who, after just a year in his role, is beginning to worry about his job and is desperate to figure out how to turn things around.
-
2 out of 5 stars
-
lacking depth
- By friholito on 12-02-20
-
Think Again
- The Power of Knowing What You Don't Know
- By: Adam Grant
- Narrated by: Adam Grant
- Length: 6 hrs and 40 mins
- Unabridged
-
Overall4.5 out of 5 stars 6,580
-
Performance4.5 out of 5 stars 5,651
-
Story4.5 out of 5 stars 5,585
Intelligence is usually seen as the ability to think and learn, but in a rapidly changing world, there's another set of cognitive skills that might matter more: the ability to rethink and unlearn. In our daily lives, too many of us favor the comfort of conviction over the discomfort of doubt. We listen to opinions that make us feel good, instead of ideas that make us think hard. We see disagreement as a threat to our egos, rather than an opportunity to learn.
-
2 out of 5 stars
-
Only Good if you've never questioned anything.
- By Victor Alvia on 02-10-21
By: Adam Grant
-
3HAG WAY
- The Strategic Execution System That Ensures Your Strategy Is Not a Wild-Ass-Guess!
- By: Shannon Byrne Susko
- Narrated by: Shannon Byrne Susko
- Length: 4 hrs and 40 mins
- Unabridged
-
Overall4.5 out of 5 stars 28
-
Performance4.5 out of 5 stars 25
-
Story4.5 out of 5 stars 24
Every company needs a 3HAG - a three-year highly achievable goal! The 3HAG way is a prescriptive framework that takes the guessing out of your strategy and ensures you and your whole team are confident in where you are going. You’ll find step-by-step instructions to gut out your first 3HAG while building the confidence required to execute with speed toward your goals.
-
5 out of 5 stars
-
Full of excellent take away value
- By e on 06-20-18
-
Mastering the Rockefeller Habits
- What You Must Do to Increase the Value of Your Growing Firm
- By: Verne Harnish
- Narrated by: Verne Harnish
- Length: 4 hrs and 2 mins
- Unabridged
-
Overall4.5 out of 5 stars 310
-
Performance4.5 out of 5 stars 260
-
Story4.5 out of 5 stars 257
What are the underlying handful of fundamentals that haven't changed for over a hundred years? From Harnish's famous "One-Page Strategic Plan" to his concise outline of eight practical actions you can take to strengthen your culture, this book is a compilation of best practices adapted from some of the best-run firms on the planet. Included is an instructive chapter co-authored by Rich Russakoff, revealing winning tactics to get banks to finance your business.
-
4 out of 5 stars
-
Academic look at business
- By Keith Harris on 05-16-17
By: Verne Harnish
-
No Rules Rules
- Netflix and the Culture of Reinvention
- By: Reed Hastings, Erin Meyer
- Narrated by: Jason Culp, Allyson Ryan
- Length: 9 hrs and 42 mins
- Unabridged
-
Overall4.5 out of 5 stars 2,466
-
Performance4.5 out of 5 stars 2,020
-
Story4.5 out of 5 stars 2,014
Here for the first time, Hastings and Erin Meyer, best-selling author of The Culture Map and one of the world's most influential business thinkers, dive deep into the controversial philosophies at the heart of the Netflix psyche, which have generated results that are the envy of the business world. Drawing on hundreds of interviews with current and past Netflix employees from around the globe and never-before-told stories of trial and error from his own career, No Rules Rules is the full, fascinating, and untold story of a unique company making its mark on the world.
-
3 out of 5 stars
-
Infomercial for Netflix
- By Srikanth Raju on 11-01-20
By: Reed Hastings, and others
-
The Ultimate Question 2.0 (Revised and Expanded Edition)
- How Net Promoter Companies Thrive in a Customer-Driven World
- By: Fred Reichheld, Rob Markey
- Narrated by: Walter Dixon
- Length: 8 hrs
- Unabridged
-
Overall4.5 out of 5 stars 306
-
Performance4.5 out of 5 stars 248
-
Story4 out of 5 stars 243
In the first edition of this landmark book, business loyalty guru Fred Reichheld revealed the question most critical to your company’s future: “Would you recommend us to a friend?” By asking customers this question, you identify detractors, who sully your firm’s reputation and readily switch to competitors, and promoters, who generate good profits and true, sustainable growth.You also generate a vital metric: your Net Promoter Score.
-
5 out of 5 stars
-
Single question survey, genius
- By Dustan on 10-10-16
By: Fred Reichheld, and others
-
Humanocracy
- Creating Organizations as Amazing as the People Inside Them
- By: Gary Hamel, Michele Zanini
- Narrated by: Graham Halstead
- Length: 11 hrs and 14 mins
- Unabridged
-
Overall4.5 out of 5 stars 108
-
Performance4.5 out of 5 stars 89
-
Story4.5 out of 5 stars 87
In a world of unrelenting change and unprecedented challenges, we need organizations that are resilient and daring. Unfortunately, most organizations, overburdened by bureaucracy, are sluggish and timid. In Humanocracy, Gary Hamel and Michele Zanini make a passionate, data-driven argument for excising bureaucracy and replacing it with something better. Drawing on more than a decade of research and packed with practical examples, Humanocracy lays out a detailed blueprint for creating organizations that are as inspired and ingenious as the human beings inside them.
-
5 out of 5 stars
-
???
- By Irina on 12-26-20
By: Gary Hamel, and others
-
Impact Players
- How to Take the Lead, Play Bigger, and Multiply Your Impact
- By: Liz Wiseman
- Narrated by: Liz Wiseman
- Length: 10 hrs and 48 mins
- Unabridged
-
Overall4.5 out of 5 stars 71
-
Performance4.5 out of 5 stars 60
-
Story4.5 out of 5 stars 60
In Impact Players, New York Times best-selling author and researcher Liz Wiseman reveals the secrets of these stellar professionals who play the game at a higher level. Drawing on insights from leaders at top companies, Wiseman explains what the most influential players are doing differently, how small and seemingly insignificant differences in how we think and act can make an enormous impact, and why - with a little coaching - this mindset is available to everyone who wants to contribute at their highest level.
-
5 out of 5 stars
-
Excellent book - Ell Jay Lindsey
- By Ell Jay Lindsey on 12-27-21
By: Liz Wiseman
-
Built to Last
- Successful Habits of Visionary Companies (Good to Great, Book 2)
- By: Jim Collins
- Narrated by: Jim Collins, Jerry I. Porras
- Length: 6 hrs and 16 mins
- Abridged
-
Overall4.5 out of 5 stars 730
-
Performance4.5 out of 5 stars 601
-
Story4.5 out of 5 stars 601
Filled with hundreds of specific examples and organized into a coherent framework of practical concepts that can be applied by managers and entrepreneurs at all levels, Built to Last provides a master blueprint for building organizations that will prosper long into the 21st century and beyond.
-
1 out of 5 stars
-
Worst audio book doesn’t even read the book
- By Bob on 07-20-20
By: Jim Collins
Publisher's Summary
Most companies treat service as a low-priority business operation, keeping it out of the spotlight until a customer complains. Then service gets to make a brief appearance - for as long as it takes to calm the customer down and fix whatever foul-up jeopardized the relationship.
In Uncommon Service, Frances Frei and Anne Morriss show how, in a volatile economy where the old rules of strategic advantage no longer hold true, service must become a competitive weapon, not a damage-control function. That means weaving service tightly into every core decision your company makes.
The authors reveal a transformed view of service, presenting an operating model built on tough choices organizations must make:
- How do customers define “excellence” in your offering? Is it convenience? Friendliness? Flexible choices? Price?
- How will you get paid for that excellence? Will you charge customers more? Get them to handle more service tasks themselves?
- How will you empower your employees to deliver excellence? What will your recruiting, selection, training, and job design practices look like? What about your organizational culture?
- How will you get your customers to behave? For example, what do you need to do to get them to treat your employees with respect? Do you need to make it easier for them to use new technology?
Practical and engaging, Uncommon Service makes a powerful case for a new and systematic approach to service as a means of boosting productivity, profitability, and competitive advantage.
More from the same
What listeners say about Uncommon Service
Average Customer RatingsReviews - Please select the tabs below to change the source of reviews.
-
Overall2 out of 5 stars
-
Performance1 out of 5 stars
-
Story2 out of 5 stars
- Dave-GRMI
- 12-26-20
1/2 half of the book has good ideas - narrator is a huge drawback
The first half of the book had a couple good ideas for the service industry business. But then the book just rambles on about Zappos. Information is dated - when the author talks about how bad of an idea self checkout is at the grocery store, I was about to end the book. Looking back, that would have been an ideal spot to stop.
The narrator would be a great fiction reader. Way too much voice inflection and far too much emphasis on too many points. When you emphasize everything, you emphasize nothing.
1 person found this helpful
-
Overall4 out of 5 stars
-
Performance5 out of 5 stars
-
Story4 out of 5 stars
- Steo
- 09-03-21
Some thought provoking concepts
Some thought provoking concepts that I look for to delving in to in more detail myself & with my colleagues within my organisation.
