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Ownership Quotient: Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage
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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.Employeeowners exhibit such enthusiasm for their organization that they infect countless customers with similar satisfaction, loyalty, and dedication. Customerowners 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 Harrahs Entertainment, ING Direct, BuildaBear 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, youll learn to identify your customerowners; 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 selfreinforcing relationship between customers and frontline employees. The lifetime value of a customerowner 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?
⚠️ WARNING (California Proposition 65):
This product may contain chemicals known to the State of California to cause cancer, birth defects, or other reproductive harm.
For more information, please visit www.P65Warnings.ca.gov.