Harvard Business Review on Increasing Customer Loyalty: A book review by Bob Morris

First Friday Book Synopsis

Heskett Joseph Michelli Leonard A. Harvard Business Review on Increasing Customer Loyalty Various Contributors Harvard Business Review Press (2011) How to create customers who are profitable This is one of the volumes in a series of anthologies of articles that first appeared in Harvard Business Review. Having read all of them when they were published individually, I can personally attest [.].

Book Review of “The Culture Cycle: How to Shape the Unseen Force that Transforms Performance”

The Practical Leader

John Kotter and James Heskett’s classic book, Corporate Culture and Performance , is an organization development classic. Harvard Business School professor, James Heskett’s new book, The Culture Cycle: How to Shape the Unseen Force That Transforms Performance , follows up his and John Kotter’s earlier work with updated research, current examples, and pertinent observations. Heskett uses his Culture Cycle model to prescribe the role of leadership.


Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

‘Tis the Season of Prophecies, Forecasts, and Predictions

The Practical Leader

Harvard Business School professor, James Heskett, poses the right question in his blog Should Managers Bother Listening to Predictions? ” In providing provocative perspectives on this challenge, Heskett draws from three books on the folly of predictions, how some predictions can be made more accurate, and how to gain from disorder. We made it through yet another doomsday prediction! The world did not end on December 21 as some felt the Mayan calendar predicted.

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

The Practical Leader

” - James Heskett, The Culture Cycle: How to Shape the Unseen Force that Transforms Performance. “Brains, like hearts, go where they are appreciated” - Robert McNamara, former American business executive and Secretary of Defence. “… one study found that project teams with encouraging managers performed 31 percent better than teams whose managers were less positive and less open with praise.

Thoughts that Make You Go Hmmm on…. Leading Culture Change

The Practical Leader

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. management culture change Harvard Business School IBM James Heskett leadership Lou Gerstner organization culture peak performance cultureHere are especially vital findings and powerful observations about just what it takes to build a peak performance culture.

ROI 43

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? As was presented in the study by Kotter and Heskett, financial rewards are often how such change is initiated. The following is a guest piece by Bill Capodagli. What is corporate culture?

Culture Cycle: The Unseen Force that Transforms Performance

Harvard Business Review

Heskett describes how an effective culture can account for up to half of the differential in performance between organizations in the same business. Heskett discusses how to calculate the economic value of culture through the "Four Rs" of referrals, retention, returns to labor, and relationships with customers. Listen as Heskett explains how to shape and sustain your company's culture, so that it fosters innovation and influences successful strategies. Heskett.

How Healthy Is Your Organization’s Culture?

Tanveer Naseer

And even though Kotter and Heskett showed that culture could account for a 20-30% better overall performance than similar competitors, many leaders and organizations don’t see how to develop a culture that enhances performance. The following is a guest piece by Marcella Bremer. A CEO invited a group of people to a meeting who were at two different levels of the corporation. He asked a question and then went around the table in an orderly fashion getting input from the attendees.

shorts.005 | Cycle of Success Spiral


Employees and customers in these situations appear to be playing a key role in a cycle of success spirals (Heskett et al., Employees and customers in these situations appear to be playing a key role in a cycle of success spirals (Heskett et al., Awhile ago I wrote an article entitled Engagement: There is Something Wrong with This Picture.

How to Ignite and Sustain Organizational Growth

Skip Prichard

James Heskett and John Kotter found that organizations with strong corporate cultures realized over eleven years revenue growth of 682 percent, employment growth of 282 percent and stock price growth of 901 percent. Culture Spark. Organizational culture is often seen as an elusive topic.

The Tentacles of Our Ways – Why Change is So Hard

Management Craft

These three categories correspond to the layers of organizational culture as defined by John Kotter and James Heskett in Corporate Culture and Performance. Someone asked me the question, "why is change so hard?" I thought I would share my response with you. Your thoughts? We might like to think that change initiatives will go smoothly if we have and implement a good and detailed plan.

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. Top Executive Coaching with Tony Mayo About Tony Mayo Newsletter Sign-up Sections Client Comments For Executive Coaches For Executives For Fun For Salespeople Quotes and Aphorisms Recommended Books Technology Tips Videos & Podcasts Popular Posts Twitter Log IX About Tony Mayo Truth or Consequences?

Links for Digging Deeper Into “Leading a Peak Performance Culture”

The Practical Leader

Review of The Culture Cycle (James Heskett) and key frameworks from it. My last blog post announced that you can now view last Friday’s (November 4) full Leading a Peak Performance Culture webcast with all slides and audio track here. You might want to view (or review) the session on your own or share it with your management team and/or improvement professionals concerned with leadership and culture development.

Keeping Your People Engaged in Tough Times

Marshall Goldsmith

Heskett and W. Marshall: I hear this concern every where I travel these days. Who doesn't? My friend Joe Wheeler, Executive Director of The Service Profit Chain Institute, recently co-authored a book with Harvard Business School Professors James L. Earl Sasser, Jr. entitled The Ownership Quotient, Putting The Service Profit Chain to Work for Unbeatable Competitive Advantage. I asked him for his perspective on this question.

Retail's Winners Rely on the Service-Profit Chain

Harvard Business Review

The article, written by a leading group of service management thinkers (Jim Heskett, Tom Jones, Gary Loveman, Earl Sasser, and Len Schlesinger) is a great example of both the power a management idea can have, and how much work is required for an idea to become reality. The other two authors, Jim Heskett and Earl Sasser , remain active or semi-retired academics, but they certainly worked with a number of firms as individual consultants or advisors to the Service Profit Chain Institute.

What Great Companies Know About Culture

Harvard Business Review

Heskett wrote in his latest book The Culture Cycle , effective culture can account for 20-30 percent of the differential in corporate performance when compared with "culturally unremarkable" competitors. Even in this unprecedented business environment , great leaders know they should invest in their people.

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

Harvard Business Review

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.” By Bruce Jones, Senior Programming Director, Disney Institute. What is authentic leadership? It is a question we are hearing more frequently from participants in our Disney Institute training courses.

Is Kindness a Strategy?

Harvard Business Review

Heskett of Harvard Business School observes, it's important to endow workers on the front line with "latitude within limits." A friend recently described a remarkable travel experience. Strange to say, the story was about an airline, and it wasn't a travel nightmare. Instead, it involved the recently bankrupt American Airlines doing something extraordinary — by putting kindness to work. The story came from a colleague of his I'll call Frank.

Six Components of a Great Corporate Culture

Harvard Business Review

Heskett , culture "can account for 20-30% of the differential in corporate performance when compared with ''culturally unremarkable'' competitors." The benefits of a strong corporate culture are both intuitive and supported by social science. According to James L. And HBR writers have offered advice on navigating different geographic cultures , selecting jobs based on culture , changing cultures , and offering feedback across cultures , among other topics. But what makes a culture?