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.
Patrizia Yeung is an award-winning trilingual asian event emcee, a corporate trainer specialises in communications and international etiquette, as well as an entrepreneur. Born and raised in the dynamic international city of Hong Kong, Patrizia is a global citizen who has an international mindset extensively exposed to other cultures. Growing up, Patrizia received education not […]
Greg Schwem is more than a comedian; Greg Schwem is a motivational corporate comedian. And the corporate world has taken note. Greg’s take on the 21st century workplace and work/life balance has landed him on SIRIUS Radio, Comedy Central and the pages of Exceptional People Magazine. More than just a business humorist, Greg is also an author, nationally syndicated […]
If you dream of inspiring cult-like brand loyalty and especially the kind that involves mile-long queues and even permanent tattoo then Johnny Cupcakes is for you. The founder of the world-renowned tee-shirt brand Johnny Cupcakes, Johnny’s known for helping other people create blueprints for building brand loyalty, creating memorable experiences, and inspiring innovation. With global […]
Colonel Gregory Gadson , a Chesapeake, Va., native; served our nation in the United States Army for more than 26 years. Col. Gadson’s service culminated as the Garrison Commander of Fort Belvoir, where he oversaw the daily operations of the post, a strategic sustaining base where more than 50,000 military personnel and employees provide logistical, […]
For the more than over 50 million Hispanics in the United States, Julie Stav is not only a financial expert and educator, she is considered by many as a leader and inspirational role model, creating a following that now wishes to emulate her image and success. With a revolutionary multi-media communications platform, Julie inspires and […]
Dennis Snow is a globally recognized expert in customer experience, leadership, and service excellence. With a distinguished career spanning over three decades, Dennis has dedicated his life to helping organizations create unforgettable customer experiences that drive loyalty and business success. His passion for service excellence stems from his 20 years with the Walt Disney Company, […]
Retired Navy SEAL Lieutenant Jason Redman stands as a testament to the resilience of the human spirit. His electrifying presentations on leadership, failure, redemption, and overcoming life’s ambushes captivate audiences worldwide. With a distinguished 21-year career in the Navy, Redman’s journey from youthful setbacks to battlefield heroism is an inspiring narrative of perseverance and triumph. […]
John Register is a remarkable individual whose journey from athlete to motivational speaker has inspired countless individuals worldwide. As a two-time Paralympian and Paralympic Games Silver Medalist, he embodies the spirit of resilience and determination. Hailing from Oak Park, Illinois, Register’s life took an unexpected turn when a misstep over a hurdle during training for […]
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
