Download EBOOK The Ownership Quotient: Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage PDF for free


Download EBOOK The Ownership Quotient: Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage PDF for free Category: Business, Finance & Law
The author of the book: James L. Heskett
Format files: PDF, EPUB, TXT, DOCX
The size of the: 689 KB
Language: English
ISBN-13: 9781422110232
Edition: Harvard Business Review Press
Date of issue: 8 December 2008

Description of the book "The Ownership Quotient: Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage":

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 PDF 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 ePub 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?

Download EBOOK The Ownership Quotient: Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage PDF for free


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James L. Heskett

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Download EBOOK The Ownership Quotient: Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage PDF for free



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

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