Thu.Aug 11, 2011

First Friday Book Synopsis

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Creating A World-Class Customer Experience – the Key Word is “Experience” (lessons from UCLA Health System, from Joseph Michelli)

First Friday Book Synopsis

It’s in the sub-title: Prescription for Excellence: Leadership Lessons for Creating a World-Class Customer Experience from UCLA Health System by Joseph Michelli. Ponder the phrase, mull over the concept: “customer experience.” I am increasingly convinced that this phrase, “customer experience&# is the best phrase to use to talk about customer service.

Class 131
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Employee Motivation: A Powerful New Model

First Friday Book Synopsis

I have read and reviewed almost all of the anthologies of articles previously published in Harvard Business Review. Recently I re-read several that are relevant to books I am now reading and will soon review. Here’s one of the articles, co-authored by Nitin Nohria (recently appointed dean of Harvard Business School), Boris Groysberg (HBS) [.].

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Voice of Experience: Liv Sandbaek (Accenture)

First Friday Book Synopsis

Here is an excerpt from a profile of Liv Sandbaek (Managing Director, Technology, Accenture) written by Melissa J. Anderson (New York City) for The Glass Hammer, an online community designed for women executives in financial services, law and business. “Visit us daily to discover issues that matter, share experiences, and plan networking, your career and [.].

Hammer 85
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Take a Nap at Work

First Friday Book Synopsis

Here is another valuable Management Tip of the Day from Harvard Business Review. To sign up for a free subscription to any/all HBR newsletters, please click here. Research shows that the more hours you work continuously, the greater the toll on your performance. You can greatly improve your productivity by taking a short nap. Think [.].

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Exiting Employees Are More Disgruntled Than Ever

First Friday Book Synopsis

Here is an especially informative article written by Joe Light and featured online by the Wall Street Journal. To check out all the resources, sign up for email alerts, and obtain subscription information, please click here. * * * More than three-quarters of departing employees say they wouldn’t recommend their employer to others, the worst [.].