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    Summary of Frances Frei & Anne Morriss's Uncommon Service
    Summary of Frances Frei & Anne Morriss's Uncommon Service
    Summary of Frances Frei & Anne Morriss's Uncommon Service
    Ebook39 pages33 minutes

    Summary of Frances Frei & Anne Morriss's Uncommon Service

    By IRB Media

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    About this ebook

    Please note: This is a companion version & not the original book.

    #1 Commerce Bank was founded in 1973 by Vernon Hill, and it became the fastest growing retail bank in America by deciding to be great at some dimensions of service and bad at others. It grew by making carefully chosen and carefully integrated trade-offs.

    LanguageEnglish
    PublisherIRB Media
    Release dateApr 13, 2022
    ISBN9781669385356
    Summary of Frances Frei & Anne Morriss's Uncommon Service
    Author

    IRB Media

    With IRB books, you can get the key takeaways and analysis of a book in 15 minutes. We read every chapter, identify the key takeaways and analyze them for your convenience.

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      Book preview

      Summary of Frances Frei & Anne Morriss's Uncommon Service - IRB Media

      Insights on Frances Frei & Anne Morriss's Uncommon Service

      Contents

      Insights from Chapter 1

      Insights from Chapter 2

      Insights from Chapter 3

      Insights from Chapter 4

      Insights from Chapter 5

      Insights from Chapter 6

      Insights from Chapter 7

      Insights from Chapter 8

      Insights from Chapter 1

      #1

      Commerce Bank was founded in 1973 by Vernon Hill, and it became the fastest growing retail bank in America by deciding to be great at some dimensions of service and bad at others. It grew by making carefully chosen and carefully integrated trade-offs.

      Insights from Chapter 2

      #1

      The company created a service model based on a series of integrated trade-offs that its competitors were unwilling to make. With a target set of customers in mind, Commerce decided to be best on hours, and opened its doors seven days a week.

      #2

      The first trade-off was between Commerce Bank’s target customers and its employees. The company decided to be terrible with competitive rates, as its employees would be the best in class in attitude and aptitude. This was an expensive proposition.

      #3

      The trick is to be bad in the service of great, and you have to be very smart about which is which. You have to be worst in class on the things that are least important to your customers, but you have to be best in class on the things that are most important to them.

      #4

      The attributes that are most important to Southwest Airlines’s customers are low prices and friendly service. It is best in class on these attributes. It is worst in class on an extensive network and on-board amenities.

      #5

      The same holds true for Walmart. The attributes that are most important to the company’s

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