CCSA Connect: Want to be the best? You need the courage to be bad

MONT TREMBLANT – Harvard Business School professor Frances Frei is one of the world’s leading experts on building and running great, service-based organizations and in her research she says she has yet to come across a single customer who didn’t want an excellent service experience, nor has she found an employee who didn’t want to provide an excellent experience.“And yet, the act remains rare,” she noted at the top of what was superbly entertaining, and ultimately educational 90 minutes in front of delegates to the Canadian Cable Systems Alliance annual Connect conference in Mont Tremblant.Frei told the audience they had...