Modria Webinar Series
On-Demand Webinar: What Great eCommerce Service Leaders Know & Do
If you’ve ever wondered how eCommerce winners like Amazon, Airbnb and Zappos handle complex service situations, then this webinar is for you!
Larry Friedberg, Modria Chief Marketing Officer, hosts a conversation with Leonard Schlesinger, Harvard Business School Baker Foundation Professor and one of the world’s leading service management experts. They’ll be drawing from Professor Schlesinger’s new book What Great Service Leaders Know & Do so you can count on some powerful insights and best practices – all powered by data and thoughtful analysis.
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About Leonard Schlesinger
Leonard A. Schlesinger is Baker Foundation Professor of Business Administration at the Harvard Business School. He has served as a member of the Business School faculty from 1978 to 1985, 1988-1998 and 2013 to the present. During his career at the School he has taught courses in Organizational Behavior, Organization Design, Human Resources Management, General Management, Leadership and Service Management in the MBA and Executive Education programs. He has also served as head of the Service Management Interest Group, Senior Associate Dean for External Relations, and Chair of “Leadership and Learning,” the School’s 1993-94 curriculum review and redesign process.
Throughout his career Professor Schlesinger has regularly transitioned between academic and managerial roles in educational and business settings. He served as President of Babson College from 2008-2013, held a number of key executive and operating positions (ending as Vice Chairman and Chief Operating Officer) at Limited Brands (now L Brands) from 1999-2007, was a Professor of Sociology and Public Policy and Senior Vice President and Counselor to the President at Brown University from 1998-1999, and was Executive Vice President and Chief Operating Officer at Au Bon Pain from 1985-1988.
Schlesinger has lectured and consulted on strategy, service quality, customer satisfaction, entrepreneurship, human resources and organizational change for over 200 major corporations, non-profit organizations, governments, and international leadership organizations around the world. He was an active leader in the design and development of the “Work-Out!” initiative at General Electric and the “Reinventing Government” process for the U.S. Department of Labor.