Discover valuable insights on service excellence and trade-offs in this article, based on the book Uncommon Service by Frances Frei and Anne Morriss. Learn how organizations can reduce costs while enhancing customer service by focusing on what customers truly value. Explore the possibilities of delivering exceptional service while making necessary trade-offs.
Link: https://hbswk.hbs.edu/item/break-your-addiction-to-service-heroes
Source: Frances X. Frei