Comments for Market Echoes

Comment on WHY ARE FRONT LINE CUSTOMER SERVICE PEOPLE SO CONFUSED? by Julian Rawel

Julian Rawel — Thu, 14 Jun 2018 09:59:06 +0000

Hi Jochen
Thanks for your article links.
For readers of my blog I’d also recommend your book, “Winning in Service Markets”.

Regards
Julian

Comment on WHY ARE FRONT LINE CUSTOMER SERVICE PEOPLE SO CONFUSED? by Jochen Wirtz

Jochen Wirtz — Thu, 14 Jun 2018 09:33:13 +0000

the full second link is
https://www.researchgate.net/publication/311913504_Managing_Service_Employees_Literature_Review_Expert_Opinions_and_Research_Directions

Comment on WHY ARE FRONT LINE CUSTOMER SERVICE PEOPLE SO CONFUSED? by Jochen Wirtz

Jochen Wirtz — Thu, 14 Jun 2018 09:32:09 +0000

Have a look at our articles on Managing Service Employees for Service Advantage – you can download them from ResearchGate – see below.

> Managing Service Employees: Literature Review, Expert Opinions, and Research Directions — Managing Service Employees: Literature Review, Expert Opinions, and Research Directions — https://www.researchgate.net/publication/311913504_Managing_Service_Employees_Literature_Review_Expert_Opinions_and_Research_Directions

> Managing Service Employees for Service Advantage — Advantagehttps://www.researchgate.net/publication/319544594_Winning_in_Service_Markets_Series_Vol_9_Managing_People_for_Service_Advantage

Comment on Why do senior managers and directors avoid strategy? by Julian Rawel

Julian Rawel — Sat, 04 Jun 2016 19:54:12 +0000

In reply to Neeraj Verma.

Hi Neeraj
Thanks for your comments.
If your system actually results in getting things done then that’s great. And if what gets done is really strategic then that’s even better.
Regards
Julian

Comment on Why do senior managers and directors avoid strategy? by Neeraj Verma

Neeraj Verma — Sat, 04 Jun 2016 16:39:17 +0000

Dear Julian
Excellent article. It is very practical and almost all organisations go through this. In our organisation, we are backed up by a strong Governance team which ensures follow up of bullet points/ tasks / projects as discussed in strategy meetings. Having an independent, strong, empowered governance team who report directly to the higher ups will help. We have seen a big difference, strategic discussions are not limited to only white board or flip charts. They lead to concrete actions and follow ups.

Comment on Why do senior managers and directors avoid strategy? by Julian Rawel

Julian Rawel — Tue, 31 May 2016 16:53:16 +0000

In reply to Tim heeley.

Hi Tim
Thanks for your comment.
I think you are correct – strategy has so much “noise” around it that it just is an ever increasing turn off or nothing to do with strategy at all.
Regards
Julian

Comment on Why do senior managers and directors avoid strategy? by Julian Rawel

Julian Rawel — Tue, 31 May 2016 11:06:15 +0000

In reply to GIRISH MENON.

Dear Girish
Thanks for your comments. Yes – managers do have strategies, but perhaps not the most important ones.
Regards
Julian

Comment on Why do senior managers and directors avoid strategy? by Julian Rawel

Julian Rawel — Tue, 31 May 2016 11:04:17 +0000

In reply to Mayra Ortega-Maldonado.

Dear Mayra
Thanks for your comments.
I like your words – “what matters” and “easy to understand” – it’s a pity that so many strategies don’t focus on these.
Regards
Julian

Comment on Why do senior managers and directors avoid strategy? by Mayra Ortega-Maldonado

Mayra Ortega-Maldonado — Tue, 31 May 2016 08:31:19 +0000

Dear Julian,

Thanks for sharing. Very useful insights. Indeed, strategy should focus on what matters and easy to understand by everybody because it will support decision making.
Useful insights for my management project. Thanks again.

Comment on Why do senior managers and directors avoid strategy? by GIRISH MENON

GIRISH MENON — Mon, 30 May 2016 16:27:46 +0000

Dear Julian,
Very insightful article! It’s all about short term goals to maximise shareholders return & all strategies are made to achieve that goal! It’s a matter of survival for the senior managers & directors. So they do have some strategies in place!