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 ...
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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?
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Add this copy of Ownership Quotient: Putting the Service Profit Chain to to cart. $1.98, fair condition, Sold by Jenson Books Inc rated 4.0 out of 5 stars, ships from Logan, UT, UNITED STATES, published 2008 by Harvard Business Review Press.
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Ex-library book. The item is fairly worn but continues to work perfectly. Signs of wear can include aesthetic issues such as scratches, dents, and worn corners. All pages and the cover are intact, but the dust cover may be missing. Pages may include limited notes and highlighting, but the text is not obscured or unreadable. This item is fairly worn, but continues to work perfectly. Signs of wear can include aesthetic issues such as scratches, dents, worn corners, bends, tears, small stains, and partial water damage. All pages and the cover are intact, but the dust cover may be missing, if applicable. Pages may include excessive notes and highlighting, but the text is not obscured or unreadable. Satisfaction Guaranteed.
Add this copy of The Ownership Quotient: Putting the Service Profit to cart. $3.84, like new condition, Sold by ThriftBooks-Reno rated 4.0 out of 5 stars, ships from Reno, NV, UNITED STATES, published 2008 by Harvard Business Review Press.
Add this copy of Ownership Quotient: Putting the Service Profit Chain to to cart. $3.85, very good condition, Sold by HPB-Movies rated 5.0 out of 5 stars, ships from Dallas, TX, UNITED STATES, published 2008 by Harvard Business Review Press.
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Very good. Connecting readers with great books since 1972! Used books may not include companion materials, and may have some shelf wear or limited writing. We ship orders daily and Customer Service is our top priority!
Add this copy of Ownership Quotient: Putting the Service Profit Chain to to cart. $3.85, very good condition, Sold by Half Price Books Inc rated 4.0 out of 5 stars, ships from Dallas, TX, UNITED STATES, published 2008 by Harvard Business Review Press.
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Very good. Connecting readers with great books since 1972! Used books may not include companion materials, and may have some shelf wear or limited writing. We ship orders daily and Customer Service is our top priority!
Add this copy of Ownership Quotient: Putting the Service Profit Chain to to cart. $3.89, very good condition, Sold by HPB Inc. rated 4.0 out of 5 stars, ships from Dallas, TX, UNITED STATES, published 2008 by Harvard Business Review Press.
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Very good. Connecting readers with great books since 1972! Used books may not include companion materials, and may have some shelf wear or limited writing. We ship orders daily and Customer Service is our top priority!
Add this copy of Ownership Quotient: Putting the Service Profit Chain to to cart. $4.70, good condition, Sold by Archives Books, inc. rated 5.0 out of 5 stars, ships from Edmond, OK, UNITED STATES, published 2008 by Harvard Business Review Press.
Add this copy of Ownership Quotient: Putting the Service Profit Chain to to cart. $5.99, good condition, Sold by HPB-Red rated 5.0 out of 5 stars, ships from Dallas, TX, UNITED STATES, published 2008 by Harvard Business Review Press.
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Good. Connecting readers with great books since 1972! Used textbooks may not include companion materials such as access codes, etc. May have some wear or limited writing/highlighting. We ship orders daily and Customer Service is our top priority!
Add this copy of Ownership Quotient: Putting the Service Profit Chain to to cart. $5.99, very good condition, Sold by HPB-Ruby rated 4.0 out of 5 stars, ships from Dallas, TX, UNITED STATES, published 2008 by Harvard Business Review Press.
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Very good. Connecting readers with great books since 1972! Used books may not include companion materials, and may have some shelf wear or limited writing. We ship orders daily and Customer Service is our top priority!
Add this copy of Ownership Quotient: Putting the Service Profit Chain to to cart. $7.63, like new condition, Sold by justsomedeals rated 5.0 out of 5 stars, ships from Niagara Falls, NY, UNITED STATES, published 2008 by Harvard Business Review Press.
Add this copy of Ownership Quotient: Putting the Service Profit Chain to to cart. $28.15, good condition, Sold by Bonita rated 4.0 out of 5 stars, ships from Newport Coast, CA, UNITED STATES, published 2008 by Harvard Business Review Press.
