Leader 2030 -How to Turn Customer Loyalty to High Profits

 The Executive Study Group (ESG) webinar named “Leader 2030 – How to Turn Customer Loyalty to High Profits” was held by Asia Pacific Institute for Strategy Limited (APIFS) on 15^th Sep 2025. Firstly, Dr. Mark Lee mentioned the principle of motivation and its classic theories.

Then he quoted Prof. Douglas McGregor (MIT Sloan School of Management) about Theory X using the carrot and stick. Theory Y that people are not naturally slackers but eager to work, to accept responsibility and to produce good result. He proposed to lead by participative management.

After that he introduced Hawthorne Effect. It describes how people improve or alter their behavior when they know they are being watched or studied, often leading to better performance not because of any specific changes, but simply due to the awareness of observation.

And then Dr. Mark Lee discussed the factors of employee dissatisfaction based on Hygiene Factors. It was found company policy and administration led to extreme dissatisfaction. 

He quoted Prof. David Garvin (Harvard Business School) that superior performance was linked to high levels of employee satisfaction. The top two of motivation factors included Achievement and Recognition.

Lastly, he summarized the performance management including Theory X, Theory Y, Hygiene factors and Motivation factors.

Reference:

Asia Pacific Institute for Strategy Limited (亞太策略研究所有限公司) – www.apifs.org

ESG facebook - https://www.facebook.com/groups/esg08

Leader 2030 - Empowering the Next Generation of Leaders - https://www.apifs.org/Leader2030-en

Leader 2030 series:

20250307: Leader 2030 Webinar – Lean Startup: Quick Innovation Strategy - https://qualityalchemist.blogspot.com/2025/03/leader-2030-webinar-lean-startup-quick.html

20250319: Leader 2030 Webinar – How Are AI Projects Different from Traditional IT Projects - https://qualityalchemist.blogspot.com/2025/03/leader-2030-webinar-how-are-ai-projects.html

20250422: Leader 2030 Webinar – The Secret for Successful Strategy Execution - https://qualityalchemist.blogspot.com/2025/04/leader-2030-webinar-secret-for.html

20250502: Leader 2030 Webinar – The Secret for Successful Strategy Execution (II) - https://qualityalchemist.blogspot.com/2025/05/leader-2030-webinar-secret-for.html

20250515: Leader 2030 -Negotiation Strategy to Lead Changes - https://qualityalchemist.blogspot.com/2025/05/leader-2030-negotiation-strategy-to.html

20250806: Leader 2030-Innovation Strategy-How to Increase Customer Satisfaction and Reduce Costs Simultaneously - https://qualityalchemist.blogspot.com/2025/08/leader-2030-innovation-strategy-how-to.html

Previous talks summary:

https://qualityalchemist.blogspot.com/search/label/Executive%20Study%20Group