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Home /Press

Press

Articles by Frances Frei and Anne Morriss

 
  • Use Social Media to Partner with Customers and Improve Service
  • Culture Takes Over When the CEO Leaves the Room
  • How Starbucks Trains Customers to Behave Managing Yourself: Stop Holding Yourself Back
  • Win on Service in a Tough Economy
  • The Five Stages of Strategic Grief
  • How to Charge a Fee (Without Starting a Customer Rebellion)
  • Target and the Threat of Free Riders
 
  • Pay-as-You-Drive Insurance: Big Brother Needs a Makeover
 
  • Complexity Kills: Keeping Customer Service Simple
  • Start-Up Customer Service 101
  • To Offer Great Customer Service, Dare to Be Bad
 
  • These Problems Mean You're Doing Something Right
  • Author: How to Deliver Truly Great Customer Service
 
  • The 5 must-read business books of the year
  • The good intentions that will kill your business
 
  • Why self-checkout lanes don't work
Fast Company logo  
  • So Your Service Model Sucks--Here's 4 Ways To Fix It
The New York Times logo  
  • Just Make Sure the Fees Are Fair

Media Coverage:

 

 

 

 

 

 

 

 

 

 

 

 

 

Headshots

    

Book Cover and Press Release

   

Requests

For media requests, please contact:

Lori Trahan
Concire Leadership Institute
ltrahan@concire.com
978-771-8994

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Blog Posts

  • Unsolicited Advice on Taking Your Customers' Money
  • The Five Stages of Strategic Grief
  • New on HBR.org: The Five Stages of Strategic Grief

Service Stories

  • Newton Wellesley Hospital: Respecting Patients' Humanity
  • 'Absolutely Delighted' by Progressive
  • Giving Customers their Space at Terminix

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