{"title":"Frances Frei","description":"\u003cp\u003eFrances Frei is a renowned authority in the field of business and entrepreneurship, known for her profound insights on change management, service excellence, and leadership. Her works provide invaluable guidance for anyone looking to excel in today's dynamic business landscape.\u003c\/p\u003e\n\n\u003cp\u003eAmong her celebrated contributions is \u003cem\u003eHBR's 10 Must Reads on Change Management, Updated and Expanded\u003c\/em\u003e, an essential collection for understanding the nuances of organisational change. In \u003cem\u003eMove Fast and Fix Things\u003c\/em\u003e, Frei offers actionable strategies for rapidly addressing and solving critical business challenges.\u003c\/p\u003e\n\n\u003cp\u003eHer book \u003cem\u003eUncommon Service\u003c\/em\u003e delves into the unique ways businesses can deliver exceptional customer service, a must-read for those aiming to differentiate themselves in competitive markets. Additionally, \u003cem\u003eUnleashed\u003c\/em\u003e explores the art of leading with trust and empowerment, offering transformative insights for leaders at all levels.\u003c\/p\u003e\n\n\u003cp\u003eFrances Frei's books are integral reading for anyone interested in advancing their skills in business and entrepreneurship, providing both the inspiration and practical tools necessary for success.\u003c\/p\u003e","products":[{"product_id":"uncommon-service","title":"Uncommon Service","description":"\u003cdiv class=\"book-description\"\u003e\n\u003cp\u003eMost companies often regard service as a low-priority business operation, only bringing it to the forefront when faced with customer complaints. Service becomes a fire-fighting tool to temporarily resolve issues and pacify customers. \u003ci\u003eUncommon Service\u003c\/i\u003e by Frances Frei and Anne Morriss challenges this perception and proposes a radical rethinking of service as a potent competitive weapon in an unpredictable economy, where traditional sources of strategic advantage are becoming obsolete.\u003c\/p\u003e\n\n\u003cp\u003eIn this transformative book, the authors argue for integrating service tightly into the fabric of every core decision within a company. They provide a fresh perspective on what exceptional service entails and illustrate an operating model that necessitates making difficult but essential choices.\u003c\/p\u003e\n\n\u003cp\u003e\u003ci\u003eUncommon Service\u003c\/i\u003e addresses key questions critical to delivering outstanding service:\u003c\/p\u003e\n\n\u003cp\u003e\u003cb\u003eHow do customers define \"excellence\" in your offering?\u003c\/b\u003e Is it convenience, friendliness, flexible choices, or price? Understanding what matters most to customers is crucial in providing exceptional service that stands out.\u003c\/p\u003e\n\n\u003cp\u003e\u003cb\u003eHow will you get paid for that excellence?\u003c\/b\u003e Will you command a premium price for superior service, or will you encourage customers to undertake certain service tasks themselves? This question explores the economic models that support high-quality service.\u003c\/p\u003e\n\n\u003cp\u003e\u003cb\u003eHow will you empower your employees to deliver excellence?\u003c\/b\u003e Effective service delivery requires strategic decisions about recruiting, selection, training, and job design. Additionally, cultivating an organizational culture that upholds these values is vital.\u003c\/p\u003e\n\n\u003cp\u003e\u003cb\u003eHow will you get your customers to behave?\u003c\/b\u003e How can you encourage customers to treat your employees with respect or to adopt new technologies that enhance their service experience? This touches upon the interaction between customer behaviour and service quality.\u003c\/p\u003e\n\n\u003cp\u003eThrough engaging and pragmatic insights, \u003ci\u003eUncommon Service\u003c\/i\u003e makes a compelling case for a systematic approach to service. The book advocates that by fundamentally rethinking and restructuring service as an integral part of your business strategy, companies can significantly enhance productivity, profitability, and competitive edge. Frei and Morriss provide real-life examples, practical tools, and actionable insights making this a must-read for anyone serious about revolutionising their service strategy.\u003c\/p\u003e\n\u003c\/div\u003e","brand":"Hachette New Zealand Ltd","offers":[{"title":"Default Title","offer_id":45714457952492,"sku":"9781422133316","price":79.0,"currency_code":"NZD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0705\/7784\/8556\/files\/9781422133316.jpg?v=1726008430"},{"product_id":"move-fast-and-fix-things-by-frances-frei-9781647822873","title":"Move Fast and Fix Things","description":"\u003cdiv class=\"book-description\"\u003e\n\u003cp\u003e\u003cstrong\u003eBestselling authors and cohosts of the TED podcast \u003cem\u003eFixable\u003c\/em\u003e, 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.\u003c\/strong\u003e\u003c\/p\u003e\n\n\u003cp\u003eSpeed has gotten a bad name in business, much of it deserved. When Facebook made \u003cem\u003eMove fast and break things\u003c\/em\u003e an informal company motto, it fuelled a widely held belief that we can either make progress or take care of people, one or the other. That a certain amount of wreckage is the price we have to pay for inventing the future.\u003c\/p\u003e\n\n\u003cp\u003eLeadership 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 leaders solve hard problems with fierce urgency while making their organisations - employees, customers, and shareholders - even stronger. \u003cem\u003eThey move fast and fix things\u003c\/em\u003e.\u003c\/p\u003e\n\n\u003cp\u003eBased on their work with fast-moving companies such as Uber, Riot Games, and WeWork, Frei and Morriss reveal the five essential steps to moving fast and fixing things. You'll learn to:\u003c\/p\u003e\n\n\u003cul\u003e\n  \u003cli\u003eIdentify the real problem holding you back\u003c\/li\u003e\n  \u003cli\u003eBuild and rebuild trust in your company\u003c\/li\u003e\n  \u003cli\u003eCreate a culture where everyone can thrive\u003c\/li\u003e\n  \u003cli\u003eCommunicate powerfully as a leader\u003c\/li\u003e\n  \u003cli\u003eGo fast by empowering your team\u003c\/li\u003e\n\u003c\/ul\u003e\n\n\u003cp\u003eWith a one-week plan to fix your problems on a fast cycle time of one step per day, this book is your guide to maximising 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.\u003c\/p\u003e\n\u003c\/div\u003e","brand":"Hachette Aotearoa New Zealand","offers":[{"title":"Default Title","offer_id":46722255716588,"sku":"9781647822873","price":75.0,"currency_code":"NZD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0705\/7784\/8556\/files\/19047273482774.jpg?v=1754636309"},{"product_id":"unleashed-by-frances-frei-9781633697041","title":"Unleashed","description":"\u003cdiv class=\"book-description\"\u003e\n\u003cp\u003e\u003cb\u003eBestselling authors Frances Frei and Anne Morriss champion a bold redefinition of leadership and offer a real-world guide for unleashing greatness in other people and, ultimately, yourself.\u003c\/b\u003e\u003c\/p\u003e\n\n\u003cp\u003eWhen leaders want to improve, they find an abundance of ideas to help build themselves up. They're told to identify and develop natural-born strengths, to mine their failures for insights into what they need to change, and to work hard to correct any real or perceived career-limiting deficiencies. Own the room. Eat last. Do you.\u003c\/p\u003e\n\n\u003cp\u003eFrances Frei and Anne Morriss argue that this popular leadership advice glosses over the most important thing you can do to be a great leader: Build \u003ci\u003eothers\u003c\/i\u003e up. Leadership, at its core, is not about you. As Frei and Morriss show through inspiring stories from the NBA to ancient Rome to Silicon Valley, real leadership is about how effective you are at making other people better - and making sure that this impact endures even in your absence.\u003c\/p\u003e\n\n\u003cp\u003e\u003ci\u003eUnleashed\u003c\/i\u003e is your indispensable guide for unleashing greatness in other people...and, ultimately, in yourself.\u003c\/p\u003e\n\n\u003cp\u003e\u003cb\u003eWatch Frances Frei's TED Talk on trust: how to build it, maintain it, and rebuild it \u003ca href=\"#\"\u003ehere\u003c\/a\u003e\u003c\/b\u003e.\u003c\/p\u003e\n\u003c\/div\u003e","brand":"Hachette Aotearoa New Zealand","offers":[{"title":"Default Title","offer_id":46724040196332,"sku":"9781633697041","price":75.0,"currency_code":"NZD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0705\/7784\/8556\/files\/18217903482769.jpg?v=1754709814"},{"product_id":"hbrs-10-must-reads-on-change-management-updated-and-expanded-by-harvard-business-review-9798892791762","title":"HBR's 10 Must Reads on Change Management, Updated and Expanded","description":"\u003cdiv class=\"book-description\"\u003e\n\u003cp\u003e\u003cb\u003eChange is constant\u003c\/b\u003e, so become great at it.\u003c\/p\u003e\n\n\u003cp\u003eIf you read nothing else on change management, read this book. We've chosen a new selection of current and classic \u003ci\u003eHarvard Business Review\u003c\/i\u003e articles that will help you lead initiatives effectively, avoid common mistakes, and capture the full value of your change effort.\u003c\/p\u003e\n\n\u003cp\u003eThis book will inspire you to:\u003c\/p\u003e\n\n\u003cul\u003e\n    \u003cli\u003eCommunicate the benefits of change clearly\u003c\/li\u003e\n    \u003cli\u003eWin support through compelling storytelling\u003c\/li\u003e\n    \u003cli\u003eGain buy-in from peers and leaders\u003c\/li\u003e\n    \u003cli\u003eConvince decision-makers to take action\u003c\/li\u003e\n    \u003cli\u003eOvercome attempts to undermine transformation\u003c\/li\u003e\n    \u003cli\u003eBuild organisational agility and resilience\u003c\/li\u003e\n\u003c\/ul\u003e\n\n\u003cp\u003eThis 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.\u003c\/p\u003e\n\n\u003cp\u003e\u003ci\u003eHBR's 10 Must Reads\u003c\/i\u003e are definitive collections of classic ideas, practical advice, and essential thinking from the pages of \u003ci\u003eHarvard Business Review\u003c\/i\u003e. 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.\u003c\/p\u003e\n\n\u003cp\u003eThis \u003cb\u003eUpdated and Expanded\u003c\/b\u003e 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.\u003c\/p\u003e\n\u003c\/div\u003e","brand":"Hachette Aotearoa New Zealand","offers":[{"title":"Default Title","offer_id":47340831506668,"sku":"9798892791762","price":66.0,"currency_code":"NZD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0705\/7784\/8556\/files\/21985563488914.jpg?v=1772171684"}],"url":"https:\/\/bookhero.live\/collections\/frances-frei.oembed","provider":"Book Hero","version":"1.0","type":"link"}