Frances Frei is a Professor in the Technology and Operations Management Unit at Harvard Business School and the Senior Associate Dean, Director of Faculty Planning and Recruiting. She is the best-selling author of Uncommon Service: How to Win by Putting Customers at the Core of Your Business (Harvard Business Review Press, 2012). Her research examines how organizations and individuals can reliably deliver excellence. Her work has been published in top-tier journals such as Management Science and Harvard Business Review. In addition, she has published dozens of case studies across a variety of industries, including financial services, government, retail, software, telecommunications, and hospitality. These cases include Zipcar, eBay, Southwest Airlines, Tiffany’s, Houston Rockets, Commerce Bank, Progressive Insurance, Orient Express Hotels and Zappos, among others.