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.
Scott Christopher is co-author of the best-selling business book The Levity Effect: Why It Pays to Lighten Up, People People and The Seven UPS of Happiness. As the former director of the Carrot Culture, Scott was also a contributing author of the very good selling A Carrot A Day, The Daily Carrot Principle. In addition to having a Master’s degree […]
Adam Christing has earned his place among the elite in the realm of after-dinner and corporate speaking, consistently ranking within the top 5 in America. As highlighted by SUCCESS magazine, his entrepreneurial prowess has been recognized, cementing his status as one of the nation’s most successful young entrepreneurs. What sets Adam apart is his unparalleled […]
DJ Poun is a highly sought-after mobile DJ and event host, celebrated for his impeccable music curation and charismatic stage presence. Trusted by some of the world’s most renowned brands, including Nike, Mazda, and Dell, DJ Poun has spent over a decade perfecting the art of creating memorable experiences at conferences, corporate gatherings, and exclusive […]
Matt Mayberry is an internationally acclaimed keynote speaker and a leading global expert in leadership development, culture change, and organizational performance. With a background as a former NFL linebacker for the Chicago Bears, Matt transformed his career from the football field to the business world. His ability to inspire and motivate both leaders and teams […]
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 […]
“The Doctor DJ” Miyuki left her career in science to pursue her lifelong passion – music. Now a rising EDM producer and DJ based in Chicago, USA, Miyuki is dedicated to creating music that moves not only the body, but also the heart. Drawing from her experiences of trauma, healing, and love, Miyuki tells her […]
As one of the top mentalists worldwide, Kevin Viner has appeared on Penn and Teller: Fool Us, E!’s Busy Tonight, Masters of Illusion, Don’t Blink, AMC’s The Core, commercials for both T-Mobile and for the movie Now You See Me 2, and on the PBS documentary Johnny Carson: King of Late Night. As a corporate entertainer, Kevin has engaged top-level management with […]
With a trailblazing spirit and a commitment to excellence, Carey Lohrenz has soared to remarkable heights both in the sky and on the ground. As the first female F-14 Tomcat pilot in the United States Navy, Carey shattered stereotypes and paved the way for women in military aviation. Her journey is not just one of […]
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
