Customer Reviews

Uncommon Practice: People who deliver a great brand experience

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"Uncommon Practice is the book that lets you hear about the essence of business success straight from the horse's mouth. "
Phil Dourado, Editorial Director, eCustomerServiceWorld.com

In an increasingly crowded market place, there are certain companies that really stand out from their competitors - companies like Tesco, PizzaExpress, Virgin, easyGroup, First Direct, Harley Davidson, Krispy Kreme and Pret A Manger.

This new book by Interbrand and Forum, demonstrates, through interviews with key executives from these and other leading companies, how they provide remarkable experiences for their customers and staff alike. The premise behind Uncommon Practice is that that this success stems from their distinctive cultures uniquely developed to meet the needs of customers. The companies featured have defied conventional wisdom and broken the traditional rules of management to engender exceptional levels of commitment from their people, who, united behind a clear brand vision, translate their belief in the company into exceptional customer service.

Editors Andy Milligan and Shaun Smith have taken care to let the voice of the organisation speak for itself. Uncommon Practice is not a `how to...' book, and does not provide a `quick-fix' list of invariable rules for success. The editors do however provide insight into the core principles and practices that the leading companies featured share but which are uncommon in many organisations today.

Uncommon Practice explores the creation of outstanding brand experiences delivered through people, illuminated with interviews with senior executives and front-line managers.

Critical to the success of these brands is the way they treat their own people. Open management, share ownership, training and appraisals are common benefits, but can you guess which company has an empty seat policy on the company jet, keeps a fleet of yachts, has a monthly beer bus, gives an employee the Bentley for the weekend or awards Tiffany stars? Through a series of interviews with key executives, Uncommon Practice gives an insight into how certain companies have become so successful by providing remarkable experiences for their customers and staff alike.

The other reviews here sum up this book nicely. It is very insightful and great to read. Highly recommended.