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From the PublisherDavid H. Maister
Chairman, Maister Associates, Inc., and author of Practice What You Preach
This is an important book. With careful reasoning and the patient unfolding of evidence, the reader is led to a profound understanding of powerful truths about the keys to success, all organized into a readily implementable framework.
John C. Bogle
Founder and former CEO, The Vanguard Group, and author of Bogle on Mutual Funds and Character Counts
For those leaders who don't believe, The Value Profit Chain will make you a believer. For those who do, it will give you strength to carry on your mission.
Lorenzo H. Zambrano
Chairman and CEO, CEMEX
The Value Profit Chain eschews platitudes and the stale alphabet soup of management acronyms for practical real-world examples. It takes customer focus to a higher plane through the "hardwiring performance" concept, which effectively illustrates how organizations can achieve superior returns by tying their employees' success to their customers's needs.
Leonard L. Berry
Distinguished Professor of Marketing, Texas A & M University, and author of Discovering the Soul of Service
Three of our best thinkers on organizational success combine their career learnings in one volume rich in wisdom.
Colleen C. Barrett
President and CEO, Southwest Airlines Co.
This is a veritable how-to of important ideas for fostering customer ownership and 'hardwiring' performance, methods by which an organization can achieve breakthrough value while preserving a high-performance culture.
M. Bruce Nelson
Chairman and CEO, Office Depot, Inc.
The Value Profit Chain clearly articulates the drivers of sustainable competitive advantage. Understanding the performance trinity will unlock the keys to truly remarkable growth and results.
Vice Chairman and Chief Growth Officer, Omnicom Group, Inc.
Heskett, Sasser and Schlesinger's The Value Profit Chain is a must-read for managers. A simple organizing concept, value chain thinking is an underlying driver of change in our company that has increased value for our clients, employees and shareholders.
Founder and Chief Marketing and Customer Satisfaction Officer, PlanetFeedback, a Division of Intelliseek
A refreshing and enlightening detour from the usual media focus on dumb things companies and executives do to set themselves up for failure. The Value Profit Chain deeply explores the habits of overachievers and the successful tactics that help companies win, and win big.