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 239

Books Heskett Leadership Competitive Advantage 239

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

Harvard Business Review

DECEMBER 14, 2011

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. Competitiveness, customer loyalty, innovation, and productivity — while critical to daily operations — trailed behind with each under 20 percent.

Company 20

Company Heskett Ryan Audience 20