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The Ownership Quotient: Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage
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The Ownership Quotient: Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage

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by James L. Heskett, W. Earl Sasser, Joe Wheeler
 

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ISBN-10: 1422110230

ISBN-13: 9781422110232

Pub. Date: 12/08/2008

Publisher: Harvard Business Review Press

Hundreds of large organizations worldwide have used the groundbreaking Service Profit Chain to improve business performance. Now The Ownership Quotient reveals the next generation of the chain: customer and employee "owners" of your business.

Employee-owners exhibit such enthusiasm for their organization that they infect countless customers with similar

Overview

Hundreds of large organizations worldwide have used the groundbreaking Service Profit Chain to improve business performance. Now The Ownership Quotient reveals the next generation of the chain: customer and employee "owners" of your business.

Employee-owners exhibit such enthusiasm for their organization that they infect countless customers with similar satisfaction, loyalty, and dedication. Customer-owners are in turn so satisfied with their experience that they relate their stories to others, persuade them to try your product, and provide constructive criticism and new product ideas.

As a new generation of managers has been changing the way that products and services are designed and delivered, authors Heskett, Sasser, and Wheeler have followed the evolution of this new ownership model. Case studies from companies as diverse as Harrah's Entertainment, ING Direct, Build-a-Bear Workshop, and Wegmans Food Markets bring home the central principle of engagement - and showcase ways to raise the ownership quotient among both your employees and your customers. With the authors' decades of consulting and research paving the way, you'll learn to identify your customer-owners; consistently exceed their expectations in ways they truly appreciate; and foster, measure, and grow the Ownership Quotient throughout your company.

An organization that learns how to cultivate an ownership attitude creates a self-reinforcing relationship between customers and front-line employees. The lifetime value of a customer-owner can be equivalent to that of more than a hundred typical customers. And that makes the lifetime value of an employee who can promote customer ownership priceless.

This powerful and practical book shows you how to add that value to your company and delight your employees, customers, and investors. Is your organization ready to make the transition to an ownership state of mind?

Product Details

ISBN-13:
9781422110232
Publisher:
Harvard Business Review Press
Publication date:
12/08/2008
Edition description:
New Edition
Pages:
225
Product dimensions:
9.54(w) x 6.32(h) x 0.92(d)

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The Ownership Quotient: Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage 4 out of 5 based on 0 ratings. 1 reviews.
RolfDobelli More than 1 year ago
James L. Heskett, W. Earl Sasser and Joe Wheeler write with authority as pioneers in the concept of building the ¿service profit chain,¿ a ¿working environment in which carefully selected, highly capable, engaged employees interact with customers to create customer value far superior to that offered by the competition.¿ Companies worldwide have adopted their philosophy since its introduction almost 20 years ago. In this book, they expand on the concept, and provide new material plus case studies about companies that excel. These exemplars include ING Direct, Rolls Royce, IBM, Fairmont Hotels and Whole Foods, all of which demonstrate the ideas in this short, very readable, if somewhat repetitive, book. getAbstract recommends this manual to business owners and managers who want to build on their most important assets: their customers and employees.