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Creating A Customer-Centric Culture – The Disney Way

Tanveer Naseer

Heskett published their 10-year research project – “ Corporate Culture and Performance ” – in which they compared companies that intentionally managed their cultures to similar companies that did not. Who wouldn’t want to achieve results similar to those reported by Kotter and Heskett? In 2005, J. Kotter and James L.

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How to Conduct a “Customer Listening Session” | Top Executive.

Tony Mayo

Plan to have 6-12 participants. Allow plenty of opportunity for the participants to talk with each other. Welcome each participant personally and thank each customer for taking the time. Let participants know of any changes made at your company as a result of the session. Use an independent, experienced facilitator.

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Thoughts That Make You Go Hmmm on… Recognition, Appreciation, and Celebration

The Practical Leader

Although this may often engage employees in what some would regard as ‘hokey’ behavior, it is memorable to participants and communicates the importance of people.

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Keeping Your People Engaged in Tough Times

Marshall Goldsmith

Heskett and W. These employees recommend new employees to the organization, and participate in efforts to improve current products, services, and processes. Marshall: I hear this concern every where I travel these days. Who doesn't? Earl Sasser, Jr. I asked him for his perspective on this question.

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To Be an Authentic Leader, Practice Every Day - SPONSOR CONTENT FROM DISNEY INSTITUTE

Harvard Business Review

It is a question we are hearing more frequently from participants in our Disney Institute training courses. In his book The Culture Cycle , James Heskett defines culture in a simple way: “It’s often explained as being ‘the way we do things around here’ – what goes and what doesn’t.”