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., If you expect your employees to provide impressive customer service without providing them the resources they need to make it happen (training, technology, autonomy) you are living in la-la land. Bret blogs about leadership, followership, and social media at his website Positive Organizational Behavior.

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.

What Great Companies Know About Culture

Harvard Business Review

Among the top performers on the 2011 World's Best Multinational Companies list are culturally-strong technology companies such as Microsoft, NetApp, SAS, and Google. 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.