UPS Foundation Professor of Service Management at Harvard Business School, Frances X. Frei; and Managing Director of the Concire Leadership Institute, Anne Morriss; co-authors of the transformational and groundbreaking book Uncommon Service: How to Win by Putting Customers at the Core of Your Business, describe how despite the fact that we are wired for service, it's not enough to demand it from your employees. Instead, companies must design service right into the very core of their entire organization. Frances and Anne provide the framework to put into action a system that allows companies to deliver great service, in any industry, regardless of the employees, customers, or situations. The new model identifies four universal truths about customer service, and weaves customer service into the entire organizational tapestry. Anne and Frances also offer advice for shaping company culture to work with that design that builds in exceptional and sustainable long term service.
Frances Frei and Anne Morriss are my internet radio show guests on Blog Business Success; hosted live on BlogTalkRadio.
The show airs live on Thursday, April 5, at 8:00 pm Eastern Time; 5:00 pm Pacific Time.
UPS Foundation Professor of Service Management at Harvard Business School, Frances X. Frei; and Managing Director of the Concire Leadership Institute, Anne Morriss; co-authors of the transformational and groundbreaking book Uncommon Service: How to Win by Putting Customers at the Core of Your Business, describe how despite the fact that we are wired for service, it's not enough to demand it from your employees. You will learn:
* Why in a service economy that great service is so lacking
* Why people are predisposed to provide great service to others
* What are the four truths of uncommon service
* How to incorporate a system for uncommon service in your company culture
Frances Frei (photo left) is UPS Foundation Professor of Service Management at Harvard Business School. As Chair of the MBA Required Curriculum, Frances is also helping to transform the student experience at HBS.
Her research investigates how organizations can more effectively design service excellence and has been published in top-tier journals such as Management Science and Harvard Business Review. In addition, she has published dozens of case studies across a variety of industries, including financial services, government, retail, software, telecommunications, and hospitality.
Frances regularly advises organizations seeking to create greater value through their service experiences. Her advisory work focuses on helping companies to make strategic choices that allow them to profitably differentiate on service. She serves on the board of directors of Advance Auto Parts and on the boards of advisors of several private companies.
Frances received her PhD in operations and information management from the Wharton School at the University of Pennsylvania. She holds an ME in industrial engineering from Pennsylvania State University, and a BA in mathematics from the University of Pennsylvania.
Anne Morriss (photo left) has spent the last fifteen years working to unleash social entrepreneurs around the world. She started her career in rural Latin America, where she worked to support the development of local leaders in remote communities.
Anne is now the Chief Knowledge Officer of the Concire Leadership Institute, which she cofounded in 2007 to help leaders in the public, private, and nonprofit sectors to uncover and remove the barriers to excellence. She has worked with companies and governments throughout the United States and Latin America on strategy, leadership, and institutional change. Her clients have ranged from Fortune 50 companies repositioning in global markets to public-sector leaders working to build national competitiveness.
My book review of Uncommon Service: How to Win by Putting Customers at the Core of Your Business by Frances Frei and Anne Morriss.
Listen live on Thursday at 8:00 pm Eastern, 5:00 pm Pacific time.
If you miss this very informative show, it will be available for free download as a podcast for iPod, iTunes, and MP3 players; or play it right on your computer. To download this, or any other of my guest interviews, go to the Blog Business Success host page and click on Archived Segments. Once there, click on the podcast icon at the end of the episode description, to download the show free of charge for your listening enjoyment. You can also subscribe to the show feed.
To call in questions for my guest, the number is: (347) 996-5832
Let's talk with UPS Foundation Professor of Service Management at Harvard Business School, Frances X. Frei; and Managing Director of the Concire Leadership Institute, Anne Morriss; co-authors of the transformational and groundbreaking book Uncommon Service: How to Win by Putting Customers at the Core of Your Business, as they describe how despite the fact that we are wired for service, it's not enough to demand it from your employees. Instead, companies must design service right into the very core of their entire organization. Frances and Anne provide the framework to put into action a system that allows companies to deliver great service, in any industry, regardless of the employees, customers, or situations. The new model identifies four universal truths about customer service, and weaves customer service into the entire organizational tapestry. Anne and Frances also offer advice for shaping company culture to work with that design that builds in exceptional and sustainable long term service on Blog Business Success Radio.
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