Leading Blog

JANUARY 1, 2022

Win from Within : Build Organizational Culture for Competitive Advantage by James Heskett. higher levels of employee and customer engagement and loyalty translate into higher growth and profits. James Heskett provides a roadmap for achievable and fast-paced culture change.

Books 226

Books Heskett Leadership Competitive Advantage 226

First Friday Book Synopsis

DECEMBER 29, 2011

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.

Customer Loyalty 80

Customer Loyalty Loyalty Review Books 80

LDRLB

MAY 19, 2011

But I love the conclusion the study suggests about the link between employee performance and customer loyalty – a major principle of the Service-Profit Chain. Employees and customers in these situations appear to be playing a key role in a cycle of success spirals (Heskett et al., Our results follow this line.

Heskett 96

Heskett P&L Customer Loyalty Succession 96

The Practical Leader

OCTOBER 24, 2011

John Kotter and James Heskett’s classic book, Corporate Culture and Performance , is an organization development classic. Retention : Lower recruiting, hiring, training, and lost productivity costs because of greater employee loyalty. Heskett uses his Culture Cycle model to prescribe the role of leadership.

Heskett 49

Heskett Kotter Books Review 49

Marshall Goldsmith

NOVEMBER 24, 2010

Heskett and W. loyalty, high productivity, and referrals of others as potential employees. 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.

Heskett 117

Heskett Competitive Advantage Health Care Short-term 117

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. But is there a direct correlation between employee investment and the balance sheet?

Company 17

Company Heskett Ryan Audience 17

Harvard Business Review

MARCH 22, 2012

It's based on the concept, introduced in HBR some two decades ago, that "service recovery" — a company's ability to respond quickly, decisively, and effectively to a service problem of its own making — is a powerful way to increase loyalty among existing customers. Here's how it works. As my colleague James L.

Strategy 18

Strategy Airlines Heskett Hotels 18