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Pinstripe Bookshelf: Uncommon Service

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Some colleagues and I recently shared a lively discussion about business and management books we defined as professional game changers. Many titles sprang to mind, with one clearly standing out: Uncommon Service by Frances Frei and Anne Morriss (Harvard Business Review Press).

Each of us had devoured its simple brilliance and intriguing premise.

uncommon_serviceFrei and Morriss maintain that companies must “dare to be bad” in order to be great, choosing highly strategic ways to “underperform while fueling a winning service advantage.” But first, they say, you have to have the stomach for it…

The authors pose compelling arguments surrounding the art of making competitive trade-offs to build a sustainable business that’s profitable, scalable and able to deliver service excellence every day. They deliver practical insights into service innovation and actionable ways to win by putting customers at the core of your business.

Case studies across a variety of sectors showcase four dimensions — or “service truths” — to illustrate a powerful approach to uncommon service. Truth No. 1? You Can’t Be Good at Everything.

Explore this and the other dimensions in the book. It’s a must-read in our service economy.

Order Uncommon Service from Amazon

East West Shrine Game

St. Petersburg, Fla. – (July 26, 2012) – Pinstripe Marketing, a full-service marketing and communications agency based in St. Petersburg, Florida, was selected as the public relations and social media marketing agency for the legendary East-West Shrine Game® to be held at St. Petersburg’s Tropicana Field on January 19, 2013 televised live by NFL Network.

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