Frances Frei – 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.

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.

Change is constant—so become great at it.If you read nothing else on change management, read this book. We've chosen a new selection of current and classic Harvard Business Review articles that will help you lead initiatives effectively, avoid common mistakes, and capture the full value of your change effort.This book will inspire you to:Communicate the benefits of change clearlyWin support through compelling storytellingGain buy-in from peers and leadersConvince decision-makers to take actionOvercome attempts to undermine transformationBuild organizational agility and resilienceThis collection of articles includes "Leading Change: Why Transformation Efforts Fail," by John P. Kotter; "Transformations That Work," by Michael Mankins and Patrick Litre; "Let Go of What Made Your Company Great," by Vijay Govindarajan; "Persuade Your Company to Change Before It's Too Late," by Pontus M. A. Siren, Scott D. Anthony, and Utsav Bhatt; "Getting Reorgs Right," by Stephen Heidari-Robinson and Suzanne Heywood; "Six Steps for Gaining Employee Buy-In," by Andrea Belk Olson; "Storytelling That Drives Bold Change," by Frances X. Frei and Anne Morriss; "Organize Your Transformation Around Purpose and Benefits," by Antonio Nieto-Rodriguez; "The Network Secrets of Great Change Agents," by Julie Battilana and Tiziana Casciaro; "What Everyone Gets Wrong About Change Management," by N. Anand and Jean-Louis Barsoux; "A Survival Guide for Leaders," by Ronald Heifetz and Marty Linsky; "The Real Reason People Won’t Change," by Robert Kegan and Lisa Lahey; and "Your Workforce Is More Adaptable Than You Think," by Joseph Fuller, Judith K. Wallenstein, Manjari Raman, and Alice de Chalendar.HBR's 10 Must Reads are definitive collections of classic ideas, practical advice, and essential thinking from the pages of Harvard Business Review. Exploring topics like disruptive innovation, emotional intelligence, and new technology in our ever-evolving world, these books empower any leader to make bold decisions and inspire others.This Updated and Expanded edition features new, breakthrough articles, additional short-form pieces, and a detailed discussion guide to give you and your team the tools you need for sustained success.