– Written by Elizabeth Farquhar for the Center for Services Leadership In early April, just weeks after communities across the country shut down in an attempt to slow the spread of a frightening new virus, the consulting firm McKinsey polled U.S. consumers about their level of distress. According to the report, “64 percent of respondents …
One of the biggest challenges facing companies right now is how to keep a distributed workforce motivated and productive. For some employees working from home is a gift. It beats the traffic, trains and planes it takes to get where you need to be, and employees feel more focused than ever. For others, however, it is …
– Written by Elizabeth Farquhar for the Center for Services Leadership Months before the U.S. woke up to the threat of COVID-19, Ron Zielinski was hearing about a new kind of pneumonia in China. Zielinski, who leads Global Customer Services for Coherent Inc., heard from one of his managers in Singapore in late December that …
– Written by Elizabeth Farquhar, Writer and Editor, for the Center for Services Leadership As sucker punches go, this coronavirus pandemic was a championship blow. Some companies would probably agree with boxer Mike Tyson, who said “everyone has a plan until they get punched in the face.” This is a historic moment, but we have …
– Written by Elizabeth Farquhar, Writer, Editor for the Center for Services Leadership One afternoon recently, marketing professor Leonard Berry paused in the middle of grading final papers and exams to describe our current frightening landscape: one million-plus COVID-19 cases, more than 60,000 deaths, unemployment growing to near-depression levels, and businesses shutting down—some never to …
– Written by Jack Lechich for the Center for Services Leadership “Leadership is the capacity to translate vision into reality.” That quote belongs to Warren Bennis, a renowned scholar and author who immersed himself in the field of leadership studies for nearly the entirety of his life. Bennis wrote several books about leadership and later …
This new white paper by the Center for Services Leadership captures learnings from the 2018 Compete Through Service Symposium, which was held in October 2018 in Scottsdale, Arizona. The Symposium’s themes, Tech that Propels the Future of Service and Mastering Service Culture are discussed in the white paper along with key takeaways and insights that …
How Service Teams’ Perceived Relationship with Their Leader Affects Performance.
