Recently I had the pleasure of talking to Zeynep Ton, adjunct associate professor at MIT Sloan School of Management, about her book “The Good Jobs Strategy”. I’ve written about this excellent book here before. Zeynep’s core message is that excellent financial returns don’t have to come at the expense of employees. In fact, her research indicates … Continue reading Talking About the Good Jobs Strategy with Zeynep Ton
Fans of our blog and the podcast series should be very familiar with the work of MIT business professor Zeynep Ton. We’ve cited her book, “The Good Jobs Strategy,” on several occasions, as well as her research showing that paying workers better and treating them better is – surprise – better for the bottom line. … Continue reading Dr. Scott Spera on the Science of Customer Experience
In a recent New York Times Magazine article entitled Thinking Outside the (Big) Box, Adam Davidson (of NPR’s “Planet Money) talks about a great customer service experience he had at Ikea recently when he went shopping for a closet system. He found the staff to be both available and helpful. He was surprised given that he’d … Continue reading Good Jobs Strategy = Happier Employees = Better Customer Service
Today’s guest post is contributed by our board member, Sharlyn Lauby. Sharlyn is the president of the ITM Group, a training company focused on developing programs to retain and engage talent in the workplace. She also writes the very popular HR Bartender blog. If you haven’t been paying attention to the drama going on at Market Basket, … Continue reading Market Basket According to the HR Bartender: What Does Employee Engagement Look Like? This.