The Ownership Quotient. Putting The Service Profit Chain To Work For Unbeatable Competitive Advantage

Cover Type: Hardcover
Book Condition: As New
Jacket Condition: As New
Publisher: Harvard Business Review Press
Publisher Place: Usa
Publisher Year: 2008
Edition: First Edition

Description: 225 pages. Book and Jacket appear to have hardly been read and are both in As new condition throughout.

Publishers Description: Organizations worldwide have used a groundbreaking tool—the service-profit chain—to improve business performance. In The Ownership Quotient, the authors reveal the next level of thinking about the service-profit chain based on recent research into exemplar companies. Heskett, Sasser, and Wheeler extend the service-profit chain to include customer and employee "owners." Customer-owners are so satisfied with their experience that they relate their stories to others, persuade them to try a product, and provide constructive criticism and new product ideas. Employee-owners exhibit such enthusiasm for their organization that they infect customers with similar satisfaction, loyalty, and dedication. The lifetime value of a customer-owner is equivalent to that of a hundred merely typical customers. That makes the value of employees who promote customer-ownership priceless.Citing companies as diverse as Harrahs Entertainment, ING Direct, Build-a-Bear Workshop, and Wegmans Food Markets, this book shows you how to:• Identify your customer-owners• Delight them by consistently exceeding their expectations in ways they truly value• Foster an ownership culture throughout your company• Measure and grow your "ownership quotient" among customers and employeesPowerful and practical, The Ownership Quotient is your playbook for pushing performance to unprecedented levels.

ISBN: 9781422110232