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Review
"This is a terrific book. It paints a picture of what the 21st Century
company has to look like. In today's hypercompetitive markets the business
has to be profoundly customer centric if it is to prosper. This is not about
clever advertising but creating a genuine commitment among employees to
provide customers with a unique, quality experience.
"What makes the book different is that the authors have chosen 19
fascinating businesses, most of them now household names, like Amazon, Tesco
and Manchester United. Instead of a dull academic treatise they let the top
executives do the talking about what makes their companies different. It
provides a host of up-to-date insights for managers and
MBAs."
Professor Peter Doyle, Warwick Business School
"How often do you get the chance to have an unmediated head-to-head with
business leaders who are delivering on the new frontier of business - the
customer experience? There are so many books out there trying to interpret
the essence of business success that it is refreshing to find one where the
interviewees at the heart of the book tell their story in their own words,
instead of being paraphrased, interpreted or misinterpreted.
"So if you want to hear direct from Richard Branson and his lieutenants,
Carphone Warehouse's Charles Dunstone and other uncommon business leaders -
many of whom are notoriously reluctant to be interviewed - the 'Uncommon
Practice' is the book that lets you hear their story straight from the
horse's mouth."
Phil Dourado, Editorial Director, eCustomerServiceWorld.com
'This book takes an original approach to its subject and comes up with some
uncommonly useful lessons.'
Rufus Olins, editor-in-chief and publisher, Management Today
"It is a fascinating book...it provides insights into some of the most challenging brands of the late-20th century and gives an instant guide to some of their most innovative ideas."
Marketing
Phil Dourado, Editorial Director, eCustomerServiceWorld.com
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Most Helpful Customer Reviews
7 of 7 people found the following review helpful:
5.0 out of 5 stars
Essential reading,
By matt haig (UK) - See all my reviews
This review is from: Uncommon Practice: People Who Deliver a Great Brand Experience (Paperback)
Uncommon Practice gives the reader access to the thought-processes of some of the most remarkable executives and brand managers today. As such, it is invaluable to anyone who wants to understand why some brands succeed where others fail. The ultimate message is that if you care about your people they will care about your business. Also a fascinating insight into some of the more eccentric policies deployed by many leading companies, and how these policies actually work. At last, a business book which manages to be insightful, informative and entertaining in equal doses. Altogether a terrific read.
11 of 12 people found the following review helpful:
5.0 out of 5 stars
The brands that care and their uncommon way to show it,
By A Customer
This review is from: Uncommon Practice: People Who Deliver a Great Brand Experience (Paperback)
You don't have to be working in branding or business to enjoy this book. It shows you with simple words how big brands like Virgin and Harley Davidson retain their employees and promote their name (those two being very closely linked). And their approach is somewhat uncommon, from the bentley lending opportunities at Richer Sound to the free Tiffany silver star of Pret A Manger....every CEO or everyone dealing with staff or customers should read this book ... a must have for employees satisfaction and top of the range customer services.
1 of 1 people found the following review helpful:
4.0 out of 5 stars
Great Reportage Leading to Intimate Insights,
This review is from: Uncommon Practice: People Who Deliver a Great Brand Experience (Paperback)
A well designed, funky looking collection of stories about some of the key brands on our high street. I have a problem with the inference that the authors worked with these companies when, in the majority of cases, they are simply acting as "reporters". However it is great for first hand insights from some key names, less great for organised thoughts, reflections and conclusions making it tricky to dip in and detect patterns and conclusions. However it is very accessible and if ever there was such a thing as a coffee table management book - this is it!
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