First Friday Book Synopsis

DECEMBER 29, 2011

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 [.].

Customer Loyalty 76

Customer Loyalty Loyalty Review Heskett 76

The Practical Leader

DECEMBER 26, 2012

Harvard Business School professor, James Heskett, poses the right question in his blog Should Managers Bother Listening to Predictions? We made it through yet another doomsday prediction! The world did not end on December 21 as some felt the Mayan calendar predicted.

Heskett 54

Heskett Short-term Magazine Price 54

The Practical Leader

DECEMBER 28, 2011

Clifton Emotional Intelligence employee recognition employee retention Gallup Management Journal James Heskett leadership organizational change Robert K. “The most neglected form of compensation is the six-letter word thanks.”

Heskett 56

Heskett Airlines Letter Cooper 56

The Practical Leader

OCTOBER 24, 2011

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.

Heskett 43

Heskett Delegation Loyalty Agility 43

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. 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

ROI Heskett Competitive Advantage Operations 43

Tanveer Naseer

JULY 26, 2016

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?

Heskett 189

Heskett Kotter Storytelling Mission Statement 189

Tanveer Naseer

FEBRUARY 20, 2018

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.

Organization 227

Organization Heskett Kotter Mission Statement 227

Harvard Business Review

JULY 3, 2012

Heskett introduces a powerful conceptual framework for managing culture change and shows it at work in a real-world setting. Heskett's "culture cycle" identifies policies, practices, measures, and behaviors that are crucial to moving cultures forward. Heskett

Heskett 15

Heskett Webinar Policies Power 15

LDRLB

MAY 19, 2011

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.

Heskett 84

Heskett Succession Customer Loyalty Loyalty 84

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.

Execution 196

Execution How To Mayo Heskett 196

Management Craft

DECEMBER 7, 2011

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.

Heskett 63

Heskett Kotter Simon Resistance 63

Marshall Goldsmith

NOVEMBER 24, 2010

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.

Heskett 101

Heskett Competitive Advantage Health Care Uncertainty 101

The Practical Leader

NOVEMBER 9, 2011

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.

Heskett 56

Heskett Webinar Review Video 56

Harvard Business Review

NOVEMBER 26, 2012

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.

Heskett 8

Heskett Franchising COO Retail 8

Harvard Business Review

DECEMBER 14, 2011

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.

Heskett 13

Heskett Ryan Audience ROI 13

Harvard Business Review

FEBRUARY 16, 2016

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.

Heskett 11

Heskett Short-term Participative Content 11

Harvard Business Review

MAY 6, 2013

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.

Heskett 14

Heskett Mission Statement McKinsey Guidelines 14

Harvard Business Review

MARCH 22, 2012

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.

Airlines 14

Airlines Heskett Hotels Travel 14