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.
Omar Johnson is a marketing visionary and brand strategist whose innovative approach transformed Beats by Dre from a niche audio brand into a global cultural phenomenon. As the former Chief Marketing Officer of Beats by Dre, he played a pivotal role in growing the company’s revenue from $20 million to over $2 billion, ultimately leading […]
Kathy Caprino, M.A., stands at the forefront of empowering women in their careers and leadership journeys. As an internationally-recognized women’s career and executive coach, writer, leadership trainer, and sought-after speaker, Kathy embodies a unique blend of corporate expertise, coaching prowess, and therapeutic insight. With a career spanning 18 years as a corporate executive and 15 […]
Captain Larry Brudnicki experience as the real-life Captain of the Coast Guard ship that performed two dramatic rescues during the Perfect Storm amount to only 100 hours of a 30-year career of assessing risks, making decisions and inspiring teamwork. Captain Larry Brudnicki retired from the Coast Guard in March 2002 after 30 years of active […]
Nick Santonastasso is a medical miracle. Not only is he one of four people with the rare genetic condition, Hanhart Syndrome, the inspirational keynote speaker is an internationally known bodybuilder and fitness model—despite missing both his legs and one arm since birth. Nick did the unthinkable when he became a varsity wrestler in high school. […]
Princess Sarah Culberson embodies a captivating narrative of royalty, humanitarianism, and personal triumph. As the adopted daughter of an American family, she discovered her royal lineage in Sierra Leone, Africa, and has since dedicated her life to uplifting communities, sharing her remarkable journey, and empowering individuals worldwide. A prominent figure in humanitarian efforts, an acclaimed […]
Dana Leong is a revolutionary musician, composer, and entertainer, known for his extraordinary fusion of jazz, classical, electronic, and hip-hop music. Leong’s expertise spans across multiple genres, transforming the way music is experienced by incorporating elements of technology and innovation. With an extensive background in both performance and composition, he is a two-time Grammy Award-winning […]
Kerry Bodine is a globally recognized independent customer experience (CX) consultant, known for her deep expertise in human-centered design, marketing, and branding. With over two decades of experience, Kerry has helped transform some of the world’s leading brands, guiding organizations to create meaningful connections with their customers. As a keynote speaker, author, and advisor, Kerry […]
Dr. Willie Jolley is not just another motivational speaker; he is a beacon of inspiration, a maestro of transformation, and a living testament to the power of resilience and perseverance. With a career spanning decades, Dr. Jolley has solidified his position as a triple threat personality and a global thought leader. Renowned as a Hall […]
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
