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The Katzenbach Center focuses on the development and application of innovative ideas for organizational culture and change, based on a guiding philosophy of client-based innovation. The Center promotes new thinking on achieving breakthroughs in higher performance, developed through active collaboration with clients and thought leaders around the world. |
 Jon Katzenbach, Senior Partner |
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The Empathy Engine: Turning Customer Service into a Sustainable Advantage Common sense tells us customer service is important to a company's success. The majority of corporate executives embrace it, and almost all customers demand (or at least prefer) it. But achieving a high level of customer service—and sustaining it over the long haul—is a goal that has eluded all but a relatively small number of companies. |
Mobilizing the Informal Organization This entertaining and informative report demonstrates—through real-life stories, illustrations, and yes, numbers—how the common-sense notion of the informal organization can be the key to uncommon practices that drive innovation, cross-functional collaboration, constant improvement, and customer service. |