Employees can also increase sales. They know things about their local customers that no centralized system can know. They know what the customers are asking for that the store or restaurant doesn’t have.
Of course, all this requires enough time to do the daily work and engage in improvement. Many low-wage employers think that increasing labor productivity means doing as much as possible with as few people as possible all working as quickly as possible.
But key aspects of great service can’t be speeded up. An IT system may find an answer quickly, but it can’t listen to the customer’s problem more quickly or with any empathy. Nor can thinking about improvement and experimenting with countermeasures be speeded up.
Zeynep Ton is a professor, author and leading expert on operations management in retail and service businesses. She is a sought-after international keynote speaker who has spoken at major conferences worldwide on topics ranging from leadership and innovation to women in technology.
In 2017, Zeynep co-founded Good Jobs Institute, and she serves as the President. The non-profit organisation provides evaluations, workshops, and long-term collaborations to assist and support retail executives in transforming their businesses.
Zeynep has been researching and writing about business strategy for over 15 years, focusing on how companies can create good jobs and offer excellent customer service while still achieving superior returns to investors. In 2014, her work culminated in the publication of her book, The Good Jobs Strategy.
Zeynep’s research has been published in managerial and scholarly journals including Harvard Business Review, California Management Review, and Organization Science. She also wrote several Harvard Business School cases. Her work has been featured widely in the media, including The Atlantic, The New Yorker, The Washington Post, The New York Times, PBS, and NPR.
Zeynep Ton teaches MBA and executive education courses in operations management. She received several awards for excellence in teaching both at HBS and MIT Sloan. She was named one of the World’s 40 Best Business School Professors Under the Age of 40 by Poets & Quants and was featured by CNNMoney as one of eight young business school professors on the rise.
Zeynep lives in Cambridge, Massachusetts with her husband and four children. A native of Turkey, she first came to the U.S. on a volleyball scholarship from the Pennsylvania State University.
Contact us at Speakers Inc and follow us on Twitter
In order to view the below you must be logged in.
Felicia Pizzonia is a dynamic entrepreneur, best-selling author, and sought-after speaker renowned for her expertise in mind conditioning and sales training. As a partner at Ultimate Publishing House (UPH), she has dedicated over two decades to helping individuals harness the power of publishing to enhance their personal branding and professional credibility. With a passion for […]
Don’t let this pretty face fool you, DJ Kittie is a monster on the ones and twos. She is an ultra versatile DJ, mainly known for her up-tempo R&B and hip hop sets. This diva on the decks can spin and mix anything from electro-house to reggae to dance music. Born in Kansas City, this […]
Hailed as the “female Jerry Maguire” by CNN, Molly Fletcher made a name for herself as one of the first female sports agents. During her almost two-decade career as President of CSE, Molly negotiated over $500 million in contracts and represented over 300 of sports’ biggest names, including Hall of Fame pitcher John Smoltz, PGA […]
Meet Michelle Poler, a dynamic and passionate social entrepreneur, keynote speaker, fear-facer, and branding strategist. With a fervent dedication to empowering individuals to break free from fear and unlock their full potential, Michelle is the visionary founder behind the globally acclaimed movement, Hello Fears. Welcome to the world of fearless living, where challenges are embraced […]
If you’re searching for a speaker who inspires resilience, ignites authentic self-leadership, and empowers audiences to break through impossible challenges, Jason Tharp is your go-to. A powerhouse storyteller and founder of the Beyond Hope Project, Jason brings a fresh perspective on overcoming life’s toughest roadblocks. Imagine the authenticity of Brené Brown, the self-leadership insights of […]
Lisa Ford is a speaker with over 20 years of experience presenting to businesses, associations and government. She speaks throughout the United States and internationally on topics of customer service, leadership, team issues and change. Lisa is best known for her work in the areas of customer service. She is the author of the videotape series […]
Tracy Tutor is a dynamic and influential figure in the world of real estate and motivational speaking. As a top agent at Douglas Elliman, Tracy has carved out a remarkable career characterized by her tenacity, charisma, and unparalleled expertise in high-end properties. Her prominence skyrocketed when she became a star on Bravo’s “Million Dollar Listing […]
Ghida Fakhry is an internationally recognized broadcast journalist, moderator, and corporate event host with over 25 years of experience in the global media landscape. Having worked for prominent news organizations such as Al Jazeera, Ghida has established herself as a trusted voice on international affairs, global politics, and media. As a dynamic moderator and opinion […]
These remain the property of its owner and are not affiliated with or endorsed by Speakers Inc.
All talent fees exclude VAT, travel and accommodation where required.
Our Mission:
© All rights reserved 2025. Designed using Voxel
