Skip Prichard

JUNE 22, 2020

With the ever-changing dynamics of the workforce, the stewardship of organizational culture is just as important as strategy, talent, product development, or customer service. Poor behavior and missteps in culture can be even more detrimental than missteps in fundamental business strategy. Simply put, culture drives performance.

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Tony Mayo

MARCH 10, 2010

I hope your salespeople and customer service reps are gleaning more from customer interactions than orders–and are sharing that intelligence with management. Similarly, Hart, Heskett, and Sasser (1990) suggest that those with memories of poor service tell approximately 11 people while those with pleasant recollections tell only six.

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The Practical Leader

OCTOBER 26, 2011

These are drawn from Harvard Business School professor, James Heskett’s new book, The Culture Cycle: How to Shape the Unseen Force That Transforms Performance : “Culture really matters. Here are especially vital findings and powerful observations about just what it takes to build a peak performance culture.

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