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ISBN: 9781422110232
Kijk op Boeken Auteur: James L. Heskett

Taal: engels

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 one 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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  • library_books Kenmerken
    NUR 740
    Aantal pagina's 240 pagina's
    Afmetingen 24,8 x 16,5 x 2,5 cm
    Auteur James L. Heskett | W. Earl Sasser
    Bindwijze Hardcover
    Category Boeken
    Category Economie & Bedrijf
    Category Marketing & Communicatie
    Category Adverteren & Promoties
    Category Customer relations
    Druk Druk 1
    EAN 9781422110232
    Editie Editie illustrated edition
    Rubriekspad <Boeken><Economie & Bedrijf>
    Rubriekspad <Boeken><Economie & Bedrijf><Marketing & Communicatie><Customer relations>
    Rubriekspad <Boeken><Economie & Bedrijf><Marketing & Communicatie><Adverteren & Promoties>
    Illustraties Nee
    ISBN13 9781422110232
    Taal Engelstalig
    Uitgever Harvard Business Review Press
    Verschijningsdatum november 2008
  • label Onderwerpen