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Keeping Your People Engaged in Tough Times

Marshall Goldsmith

Heskett and W. These actions, coupled with incentives that elicit new ideas for improving operations can send important positive messages at a time of stress. 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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How to Conduct a “Customer Listening Session” | Top Executive.

Tony Mayo

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. 1 Unhappy customers are 5-20 times more likely to tell others about their bad experience than satisfied customers are to spread good news.

Mayo 158