Frances Frei, Anne Morriss Books
Frances Frei is a professor at Harvard Business School known for her research on leadership and service excellence. Anne Morriss is an entrepreneur and leadership coach who has collaborated with Frei on multiple projects focused on organizational transformation and trust.
Known for: Uncommon Service: How to Win by Putting Customers at the Core of Your Business
Books by Frances Frei, Anne Morriss
Uncommon Service: How to Win by Putting Customers at the Core of Your Business
In 'Uncommon Service', Harvard Business School professor Frances Frei and leadership expert Anne Morriss argue that exceptional service is not about doing everything well but about making deliberate trade-offs. The book explains how companies can design their operations, culture, and strategy to deliver outstanding customer experiences by excelling in a few key areas while being intentionally average in others. Through case studies and practical frameworks, the authors show how organizations can align their people, systems, and leadership to create sustainable competitive advantage through service.
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The Service Model
Every great service company, we discovered, operates according to a coherent model made up of four interdependent parts: the service offering, the funding mechanism, the employee management system, and the customer management system. When these parts are aligned, a company can consistently deliver t...
From Uncommon Service: How to Win by Putting Customers at the Core of Your Business
Making Trade-offs
One of the most counterintuitive—but essential—truths of service excellence is this: you must decide what not to do well. Trying to be great at everything is an express path to mediocrity. In the companies we studied, leaders made hard, conscious trade-offs that reflected their strategic priorities....
From Uncommon Service: How to Win by Putting Customers at the Core of Your Business
About Frances Frei, Anne Morriss
Frances Frei is a professor at Harvard Business School known for her research on leadership and service excellence. Anne Morriss is an entrepreneur and leadership coach who has collaborated with Frei on multiple projects focused on organizational transformation and trust. Together, they have advised...
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Frances Frei is a professor at Harvard Business School known for her research on leadership and service excellence. Anne Morriss is an entrepreneur and leadership coach who has collaborated with Frei on multiple projects focused on organizational transformation and trust. Together, they have advised...
Frances Frei is a professor at Harvard Business School known for her research on leadership and service excellence. Anne Morriss is an entrepreneur and leadership coach who has collaborated with Frei on multiple projects focused on organizational transformation and trust. Together, they have advised global companies on building cultures of excellence and inclusion.
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Frances Frei is a professor at Harvard Business School known for her research on leadership and service excellence. Anne Morriss is an entrepreneur and leadership coach who has collaborated with Frei on multiple projects focused on organizational transformation and trust.
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