Frances X. Frei
There are 3 articles for this faculty member.
HBS Cases: How Magazine Luiza Courts the Poor
| Published: | April 18, 2007 |
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| Feature: | Lessons from the Classroom |
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.
