Frances X. Frei
There are 6 articles for this faculty member.
Break Your Addiction to Service Heroes
| Q&A with: | Frances X. Frei |
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| Published: | January 23, 2012 |
| Feature: | Research & Ideas |
| Forum: | open for comment; 8 Comments posted |
In their new book, Uncommon Service, coauthors Frances Frei and Anne Morriss show it is possible for organizations to reduce costs while dramatically enhancing customer service. The key? Don't try to be good at everything. Interview and book excerpt from HBS Alumni Bulletin.
Published in 2011
What Loyalty? High-End Customers are First to Flee
| Published: | May 16, 2011 |
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| Feature: | Research & Ideas |
| Forum: | open for comment; 24 Comments posted |
Companies offering top-drawer customer service might have a nasty surprise awaiting them when a new competitor comes to town. Their best customers might be the first to defect. Research by Harvard Business School's Ryan W. Buell, Dennis Campbell, and Frances X. Frei.
How Do Incumbents Fare in the Face of Increased Service Competition?
| Authors: | Ryan W. Buell, Dennis Campbell, and Frances X. Frei |
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| Published: | March 25, 2011 |
| Paper Release Date: | February 2011 |
| Feature: | Working Papers |
Companies that compete by offering a high level of service are particularly vulnerable to lose customers—even longtime customers—when competitive entrants offer increased service levels, according to new research in the retail banking industry by Ryan W. Buell, Dennis Campbell, and Frances X. Frei, all of Harvard Business School. The good news for providers of high-touch service is that if they can sustain the service advantage over time, they could be rewarded with higher value customers.
Published in 2007
How Magazine Luiza Courts the Poor
| Published: | April 18, 2007 |
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| Feature: | HBS Cases |
Brazilian retailer Magazine Luiza has developed an innovative strategy for selling to the poor, combining technology with great service that please both customers and employees. The question of how the company can grow without sacrificing the special qualities that have made it successful is at the heart of a case study developed by Harvard Business School professor Frances X. Frei.
Published in 2004
Your Customers: Use Them or Lose Them
| Published: | July 19, 2004 |
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| Feature: | Research & Ideas |
Companies can differentiate on service profitably, says HBS professor Frances X. Frei. Here's how a new-thinking bank, insurance provider, and software company are using customer power to win.
Published in 2000
Calling All Managers: How to Build a Better Call Center
| Published: | January 11, 2000 |
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| Feature: | Research & Ideas |
Once viewed simply as low-cost channels for resolving customer concerns, call centers are increasingly seen as powerful service delivery mechanisms and even as generators of revenue. Research by HBS Professor Frances X. Frei and her colleagues Ann Evenson and Patrick T. Harker of the Wharton School points toward new ways of making them work.
