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Heskett

Teamwork

Expecting the Unexpected: Meet Unpredictability with Agility and Adaptability

The Practical Leader

JANUARY 11, 2023

Harvard Business School professor, James Heskett, poses a vital question in “Should Managers Bother Listening to Predictions?” Functional Accountability to Horizontal Teamwork. “there will never be another war in Europe,” “Social Media? That’s just for kids” and “the book is dead”). Overcoming the Prediction Affliction.

Agility

Agility Heskett Armstrong Uncertainty

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

Tony Mayo

MARCH 10, 2010

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

Mayo Execution Executive Coaching How To

Expecting the Unexpected: Meet Unpredictability with Agility and Adaptability

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

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