Showing results by author "James Heskett" in All Categories

There is significant evidence that an effective organizational culture provides a major competitive edge—higher levels of employee and customer engagement and loyalty translate into higher growth and profits. Many business leaders know this, yet few are doing much to improve their organizations' cultures. James Heskett demonstrates that an effective culture supplies the trust that makes managing change of all kinds easier. Win from Within offers a playbook for developing and deploying culture that enables outsized results.

Entire service businesses have been built around the ideas of Heskett, Sasser, and Schlesinger, pioneers in the world of service. Now they test their ideas against the actual experiences of successful and unsuccessful practitioners as well as against demands of the future in a book service leaders around the world will use as a guide for years to come.