The Ownership Quotient: Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage
- ISBN-10
- 1422110230
- ISBN-13
- 9781422110232
- Category
- Business & Economics
- Pages
- 225
- Language
- English
- Published
- 2008
- Publisher
- Harvard Business School Press
- Authors
- James L. Heskett, Joe Wheeler, Earl W. Sasser
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. Powerful and practical, The Ownership Quotient is your playbook for pushing performance to unprecedented levels.
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Other editions
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- 2008-12-09
- 225 pages
- Ebook
- Harvard Business Press
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