James Heskett, Earl Sasser, and Leonard Schlesinger reveal powerful new evidence that paying close attention to the employee-customer relationship will enable any organization to be a low-cost provider and achieve superior results -- proving that you can have it all, a goal thought inadvisable just a few short years ago. At the heart of this bold assertion is the authors' indisputable conclusion supported by thirty-one years of groundbreaking research: today's employee satisfaction, loyalty, and commitment strongly influences tomorrow's customer satisfaction, loyalty, and commitment and ultimately the organization's profit and growth -- a quantifiable set of associations the authors call the value profit chain. In what may be the most far-reaching study ever undertaken of the strategic importance of the employee-customer relationship, Heskett, Sasser, and Schlesinger offer profound new insights into the life-long value of both employees and customers and the increasingly important concept of employee-relationship management. Readers will discover how organizations as diverse as aluminum maker Alcoa, travel agency Rosenbluth International, and the Willow Creek Community Church treat employees like customers (in the case of Willow Creek, volunteers as well). Conversely, the authors show how advertising agency Merkley Newman Harty and financial services provider ING Direct treat customers like employees, pursuing the ones they want most. At the Vanguard Group, Cisco Systems, and Southwest Airlines, both practices are common. The authors explain how these organizations and many others -- whether large or small, public or private, or not-for-profit -- achieve profitability and growth or the equivalent by leveraging results and process quality to deliver differentiated products and services at the lowest cost. Timely, essential, and important reading, The Value Profit Chain should be readily accessible on the desk of every forward-thinking manager.
This was part of the original competitive strategy of Staples, the office products discounter. Prior to opening business, Staples management had created the informationprocessing capability to support a member card system that enabled ...
Now The Ownership Quotient reveals the next generation of the chain: customer and employee "owners" of your business.
NEW YORK TIMES BESTSELLER • Learn how to apply the principles of Charles Koch’s revolutionary Market-Based Management® system to generate good profit in your organization, company, and life “This book helps show you the way to good ...
Distinguished Harvard Business School Professor George Serafeim takes readers on a research-driven journey to understand: How and why environmental and social issues are becoming increasingly relevant for organizations worldwide; The ways ...
as the example again , the satisfaction score of 8.5 multiplied by the weighting factor of 10.64 per cent produces a weighted score of 0.9 . The overall weighted average is determined by adding up all the weighted scores .
This book focuses readers on where they want to go, and it helps them get there fast. Written for business executives, managers, supervisors, and leaders at all levels, this is a book about how to not just do business but also live life.
This book will be of interest to scholars studying leadership and strategy, especially those interested in relationship management, business ethics and corporate social responsibility.
This instructive field book will guide human resource professionals and company management in their use of the profit value chain to build profitability through good management.
This collection of HBR articles helps you: turn angry customers into loyal advocates; get more people to recommend you; boost customer satisfaction by satisfying your employees; and, focus on profitable customers - whether they're loyal or ...
Using the unique Customer-in-Center concept, this pathbreaking book explains how investing in Customer Value can increase the market share and profitability of a company.