Frances Frei is Senior Associate Dean, Director of Faculty Planning and Recruiting and UPS Foundation Professor of Service Management at Harvard Business School (HBS).

Professor Frei focuses her research and teaching on helping leaders to compete on excellence by designing, managing and scaling exceptional service firms.

Her ideas have influenced leaders on the frontlines of building the global economy and shaped strategies of the world’s most competitive companies.

She is the co-author of the best-selling book, “Uncommon Service: How to Win by Putting Customers at the Core of Your Business” (Harvard Business Review Press, 2011).

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