Leading People

Sandel, Donald
January 2011
Leadership Excellence Essentials;Jan2011, Vol. 28 Issue 1, p7
The article focuses on leading people. The author argues that many leaders miss the correlation between people and earnings and engagement and customer satisfaction. According to the author, showing employees that their leaders care does not need to break the bank. The author also argues that service, innovation and excellence emerge from a relationship of trust between employee and manager. The author also suggests that managers hire well, set clear expectations and look for teachable moments.


Related Articles

  • Satisfaction, corporate credibility, CEO reputation and leadership effects on public relationships. Jin, Chang-Hyun; Yeo, Hyun-Chul // Journal of Targeting, Measurement & Analysis for Marketing;Jun2011, Vol. 19 Issue 2, p127 

    The purpose of this study is to examine the effects that negative and positive news stories about corporate activities have on customer relationships with those companies. To test the proposed hypotheses, a 2 by 2 (positive versus negative news story; high versus low customer satisfaction)...

  • Service Excellence. Freiberg, Kevin; Freiberg, Jackie // Sales & Service Excellence Essentials;Oct2004, Vol. 4 Issue 10, p14 

    Presents advice on how to achieve service excellence. Details of an example about a customer service-related experience at Disney World; Noteworthy things done by the management of Disney.

  • Basic Training. Kusch, Jeffrey B. // Best's Review;Jan2011, Vol. 111 Issue 9, p62 

    The article focuses on the recommendations to keep high standards of customer service for the long term. It reveals that one way to sustain the commitment and delivery of personal customer service is to embed it in the company's culture. It also notes that great customer service is proven to...

  • Support Your Employees During Customer Conflict.  // Customers First;Mar2014, Vol. 19 Issue 3, p7 

    The article offers tips on supporting employees during customer conflict while keeping customers satisfied. It is advised not to discipline the employee in front of a customer and not to treat the employee or customer in a condescending manner. It suggests listening attentively to both the...

  • How to Keep the BIG Promise. Ryan, Bob // SDM: Security Distributing & Marketing;Nov2009, Vol. 39 Issue 11, p120 

    The article offers tips on how to satisfy a customer. First, aim to meet the high expectations of customers for a product or service. Next, establish a good relation with employees to put them in a position to provide timely customer service to every customer. Lastly, do not create a customer...

  • EFFECT OF RELATIONSHIP QUALITY ON CUSTOMER LOYALTY. Iqbal, Aneeza // International Journal of Information, Business & Management;May2014, Vol. 6 Issue 2, p41 

    Attracting new customers incur much higher cost than the cost of retaining existing customers, a crucial issue for service firms is keeping customers loyal. This research explores how relationship quality influences customer loyalty. To test the proposed research model, a survey research...

  • Small Business Ideas. DICKEY, SAM // Alaska Business Monthly;May2010, Vol. 26 Issue 5, p38 

    The author believes that in order to succeed in business someone has to follow the rules of planning, relationships, improvement, customer value and engagement (price). Planning is important before one starts a business and cordial relationships should be maintained among employees, customers...

  • TOP RANKS:LEADERSHIP-&MANAGEMENT-DEVELOPMENT CONSULTANTS. Carbonaro, Maria J. // Business Journal (Central New York);8/13/2004, Vol. 18 Issue 33, p18 

    This article presents information about the market position of several leadership and management development consultants in New York. The rankings are provided by various clients on the basis of in-house training, training at customer's office, day classes, night classes, phone support, customer...

  • Drive the Greatest Revenue Results. Farrell, Don // American Salesman;Nov2013, Vol. 58 Issue 11, p3 

    The article discusses three rules for business leaders in driving customer loyalty. According to the author, the first rule is to exceed customer expectations by offering intangible benefits. The second rule is to make an emotional connection with prospective and existing customers. The third...


Read the Article


Sorry, but this item is not currently available from your library.

Try another library?
Sign out of this library

Other Topics