Post by arfanho7 on Feb 27, 2024 0:08:21 GMT -8
BK Professor Keinan thank you for joining me. AK Thank you. BK You can find the case Stella McCartney in the HBS case collection at hbr.org. I’m Brian Kenny and you’ve been listening to Cold Call the official podcast of Harvard Business School. END OF PODCAST CLOSE COLD CALL PODCAST POST A COMMENT In order to be published comments must be on topic and civil in tone with no name calling or personal attacks. Your comment may be edited for clarity and length.
TRENDING FEB RESEARCH IDEAS IS YOUR WORKPLACE BIASED AGAINST INTROVERTS FEB RESEARCH IDEAS BREAKING THROUGH THE SELF DOUBT THAT KEEPS TALENTED WOMEN FROM LEADING FEB RESEARCH IDEAS THE MIDDLE MANAGER OF THE FUTURE MORE COACHING LESS COMMANDING JAN OP ED WHY BOEING’S PROBLEMS WITH THE MAX Hungary Phone Number BEGAN MORE THAN YEARS AGO Rewriting the Rules of Service Competition What must leaders know and do to deliver breakthrough service In an excerpt from the new book What Great Service Leaders Know and Do James Heskett W. Earl Sasser and Leonard A. Schlesinger explore the dynamics of the service trifecta. ARTICLE BOOK EXCERPT Interview by James Heskett W.
Earl Sasser and Leonard A. Schlesinger Good and bad service experiences die hard. Who can forget the hotel receptionist who went above and beyond the call of duty to accommodate a last minute change in travel plans….in contrast to the sulky server at an expensive restaurant who clearly wanted to do anything but wait on you. Long time Jim Heskett now emeritus Earl Sasser and Len Schlesinger have been studying the service sector – the good and the great as well as the bad and the ugly – for more than three decades. In their new book What Great Service Leaders Know Do Berrett Koehler they examine the most up to date best practices and explain how companies can put a smile on customers’ faces and keep them coming back for more.
TRENDING FEB RESEARCH IDEAS IS YOUR WORKPLACE BIASED AGAINST INTROVERTS FEB RESEARCH IDEAS BREAKING THROUGH THE SELF DOUBT THAT KEEPS TALENTED WOMEN FROM LEADING FEB RESEARCH IDEAS THE MIDDLE MANAGER OF THE FUTURE MORE COACHING LESS COMMANDING JAN OP ED WHY BOEING’S PROBLEMS WITH THE MAX Hungary Phone Number BEGAN MORE THAN YEARS AGO Rewriting the Rules of Service Competition What must leaders know and do to deliver breakthrough service In an excerpt from the new book What Great Service Leaders Know and Do James Heskett W. Earl Sasser and Leonard A. Schlesinger explore the dynamics of the service trifecta. ARTICLE BOOK EXCERPT Interview by James Heskett W.
Earl Sasser and Leonard A. Schlesinger Good and bad service experiences die hard. Who can forget the hotel receptionist who went above and beyond the call of duty to accommodate a last minute change in travel plans….in contrast to the sulky server at an expensive restaurant who clearly wanted to do anything but wait on you. Long time Jim Heskett now emeritus Earl Sasser and Len Schlesinger have been studying the service sector – the good and the great as well as the bad and the ugly – for more than three decades. In their new book What Great Service Leaders Know Do Berrett Koehler they examine the most up to date best practices and explain how companies can put a smile on customers’ faces and keep them coming back for more.