Anne Morriss – författare

Most companies treat service as a low-priority business operation, keeping it out of the spotlight until a customer complains. Then service gets to make a brief appearance -- for as long as it takes to calm the customer down and fix whatever foul-up jeopardized the relationship. In Uncommon Service, Frances Frei and Anne Morriss show how, in a volatile economy where the old rules of strategic advantage no longer hold true, service must become a competitive weapon, not a damage-control function. That means weaving service tightly into every core decision your company makes. The authors reveal a transformed view of service, presenting an operating model built on tough choices organizations must make: * How do customers define "excellence" in your offering? Is it convenience? Friendliness? Flexible choices? Price? * How will you get paid for that excellence? Will you charge customers more? Get them to handle more service tasks themselves? * How will you empower your employees to deliver excellence? What will your recruiting, selection, training, and job design practices look like? What about your organizational culture? * How will you get your customers to behave?For example, what do you need to do to get them to treat your employees with respect? Do you need to make it easier for them to use new technology? Practical and engaging, Uncommon Service makes a powerful case for a new and systematic approach to service as a means of boosting productivity, profitability, and competitive advantage.

"Unleashed is worth an afternoon of your time, whether or not you are already a leader. It is sparkily written and personal, drawing on the experiences of co-authors (and spouses) Frei and Morriss."— Financial TimesLeadership isn't easy. It takes grit, courage, and vision, among other things, that can be hard to come by on your toughest days. When leaders and aspiring leaders seek out advice, they're often told to try harder. Dig deeper. Look in the mirror and own your natural-born strengths and fix any real or perceived career-limiting deficiencies.Frances Frei and Anne Morriss offer a different worldview. They argue that this popular leadership advice glosses over the most important thing you do as a leader: build others up. Leadership isn't about you. It's about how effective you are at empowering other people—and making sure this impact endures even in your absence. As Frei and Morriss show through inspiring stories from ancient Rome to present-day Silicon Valley, the origins of great leadership are found, paradoxically, not in worrying about your own status and advancement, but in the unrelenting focus on other people's potential.Unleashed provides radical advice for the practice of leadership today. Showing how the boldest, most effective leaders use a special combination of trust, love, and belonging to create an environment in which other people can excel, Frei and Morriss offer practical, battle-tested tools—based on their work with companies such as Uber, Riot Games, WeWork, and others—along with interviews and stories from their own personal experience, to make these ideas come alive. This book is your indispensable guide for unleashing greatness in other people . . . and, ultimately, in yourself.To learn more, please visit theleadersguide.com.

A year's worth of management wisdom, all in one place.We've reviewed the ideas, insights, and best practices from the past year of Harvard Business Review to keep you up-to-date on the most cutting-edge, influential thinking driving business today. With authors from Frances Frei to Morton T. Hansen and company examples from UPS to Apple, this volume brings the most current and important management conversations right to your fingertips.This book will inspire you to:Build trust—the most essential form of capital a leader hasAdopt the best practices for hybrid workNavigate the challenges of workplace anxietyReconsider your approach to innovation by challenging everyday notions of valueAssess whether to team up with a rival and how to manage the relationshipBreak through the organizational barriers that impede gender and racial equityLead with a commitment to sustainabilityThis collection of articles includes "Begin with Trust," by Frances Frei and Anne Morriss; "Cultural Innovation," by Douglas Holt; "The Rules of Co-opetition," by Adam Brandenburger and Barry Nalebuff; "Negotiating Your Next Job," by Hannah Riley Bowles and Bobbi Thomason; "Leading Through Anxiety," by Morra Aarons-Mele; "When Machine Learning Goes Off the Rails," by Boris Babic, I. Glenn Cohen, Theodoros Evgeniou, and Sara Gerke; "Getting Serious About Diversity," by Robin J. Ely and David A. Thomas; "How to Promote Racial Equity in the Workplace," by Robert Livingston; "Our Work-from-Anywhere Future," by Prithwiraj Raj) Choudhury; "A More Sustainable Supply Chain," by Veronica H. Villena and Dennis A. Gioia; and "How Apple Is Organized for Innovation," by Joel M. Podolny and Morten T. Hansen.HBR's 10 Must Reads paperback series is the definitive collection of books for new and experienced leaders alike. Leaders looking for the inspiration that big ideas provide, both to accelerate their own growth and that of their companies, should look no further. HBR's 10 Must Reads series focuses on the core topics that every ambitious manager needs to know: leadership, strategy, change, managing people, and managing yourself. Harvard Business Review has sorted through hundreds of articles and selected only the most essential reading on each topic. Each title includes timeless advice that will be relevant regardless of an ever‐changing business environment.

A year's worth of management wisdom, all in one place.We've reviewed the ideas, insights, and best practices from the past year of Harvard Business Review to keep you up-to-date on the most cutting-edge, influential thinking driving business today. With authors from Frances Frei to Morton T. Hansen and company examples from UPS to Apple, this volume brings the most current and important management conversations right to your fingertips.This book will inspire you to:Build trust—the most essential form of capital a leader hasAdopt the best practices for hybrid workNavigate the challenges of workplace anxietyReconsider your approach to innovation by challenging everyday notions of valueAssess whether to team up with a rival and how to manage the relationshipBreak through the organizational barriers that impede gender and racial equityLead with a commitment to sustainabilityThis collection of articles includes "Begin with Trust," by Frances Frei and Anne Morriss; "Cultural Innovation," by Douglas Holt; "The Rules of Co-opetition," by Adam Brandenburger and Barry Nalebuff; "Negotiating Your Next Job," by Hannah Riley Bowles and Bobbi Thomason; "Leading Through Anxiety," by Morra Aarons-Mele; "When Machine Learning Goes Off the Rails," by Boris Babic, I. Glenn Cohen, Theodoros Evgeniou, and Sara Gerke; "Getting Serious About Diversity," by Robin J. Ely and David A. Thomas; "How to Promote Racial Equity in the Workplace," by Robert Livingston; "Our Work-from-Anywhere Future," by Prithwiraj Raj) Choudhury; "A More Sustainable Supply Chain," by Veronica H. Villena and Dennis A. Gioia; and "How Apple Is Organized for Innovation," by Joel M. Podolny and Morten T. Hansen.HBR's 10 Must Reads paperback series is the definitive collection of books for new and experienced leaders alike. Leaders looking for the inspiration that big ideas provide, both to accelerate their own growth and that of their companies, should look no further. HBR's 10 Must Reads series focuses on the core topics that every ambitious manager needs to know: leadership, strategy, change, managing people, and managing yourself. Harvard Business Review has sorted through hundreds of articles and selected only the most essential reading on each topic. Each title includes timeless advice that will be relevant regardless of an ever‐changing business environment.

Bestselling authors and cohosts of the TED podcast Fixable, Frances Frei and Anne Morriss reinvent the playbook for how to lead change—with a radical approach that moves fast, builds trust, and accelerates excellence.Speed has gotten a bad name in business, much of it deserved. When Facebook made "Move fast and break things" an informal company motto, it fueled a widely held belief that we can either make progress or take care of people, one or the other. A certain amount of wreckage is the price we have to pay for inventing the future.Leadership experts Frances Frei and Anne Morriss argue that this belief is deeply flawed—and that it keeps you from building a great company. Helping executives and entrepreneurs solve their toughest problems over the past decade, Frei and Morriss learned that the trade-off between speed and excellence is false. The best change leaders solve hard problems with fierce urgency while making their organizations—employees, customers, and shareholders—even stronger. They move fast and fix things.Based on their work with fast-moving companies such as Uber, Riot Games, and ServiceNow, Frei and Morriss reveal the five essential steps to moving fast and fixing things. You'll learn to:Identify the real problem holding you backBuild and rebuild trust in your companyCreate a culture where everyone can thriveCommunicate powerfully as a leaderGo fast by empowering your teamWith a one-week plan to fix your problems on a fast cycle time of one step per "day," this book is your guide to maximizing impact and reinventing your approach to change. By the end of the week, you won't just have a road map for solving your company's toughest problems—you'll already be well on your way, improving your company at exhilarating speed.

Business success begins with trust.Trust is the basis for all that we do as leaders and as organizations. Employees who trust their employers are more productive and creative. Businesses that earn their customers' trust maintain better relationships and reap better results. Meanwhile, breaches of trust between companies and the public are becoming more frequent—and more costly.If you read nothing else on trust, read these 10 articles. We've combed through hundreds of Harvard Business Review articles and selected the most important ones to help you build, maintain, and repair trust, both as a leader and as a company.This book will inspire you to:Develop trust through competence, legitimacy, and impactUnderstand the neuroscience of trustFollow through on your commitments to stakeholdersNegotiate better with an untrustworthy counterpartSee your company through the eyes of your customersRebuild relationships after a breakdown of trustThis collection of articles includes "Begin with Trust," by Frances X. Frei and Anne Morriss; "The Neuroscience of Trust," by Paul J. Zak; "Dig, Bridge, Collectively Act," by Tina Opie and Beth A. Livingston; "Rethinking Trust," by Roderick M. Kramer; "How to Negotiate with a Liar," by Leslie K. John; "The Enemies of Trust," by Robert M. Galford and Anne Seibold Drapeau; "Don't Let Cynicism Undermine Your Workplace," by Jamil Zaki; "The Trust Crisis," by Sandra J. Sucher and Shalene Gupta; "Customer Data: Designing for Transparency and Trust," by Timothy Morey, Theodore "Theo" Forbath, and Allison Schoop; "Operational Transparency," by Ryan W. Buell; and "The Organizational Apology," by Maurice E. Schweitzer, Alison Wood Brooks, and Adam D. Galinsky.HBR's 10 Must Reads paperback series is the definitive collection of books for new and experienced leaders alike. Leaders looking for the inspiration that big ideas provide, both to accelerate their own growth and that of their companies, should look no further. HBR's 10 Must Reads series focuses on the core topics that every ambitious manager needs to know: leadership, strategy, change, managing people, and managing yourself. Harvard Business Review has sorted through hundreds of articles and selected only the most essential reading on each topic. Each title includes timeless advice that will be relevant regardless of an ever‐changing business environment.