The Ownership Quotient - read free eBook in online reader or directly download on the web page. Select files or add your book in reader. Download and read online ebook The Ownership Quotient write by James L. Heskett. This book was released on 2008-12-09. The Ownership Quotient available in PDF, EPUB and Kindle. 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?
The Ownership Quotient
The Ownership Quotient - read free eBook in online reader or directly download on the web page. Select files or add your book in reader. Download and read online ebook The Ownership Quotient write by James L. Heskett. This book was released on 2008. The Ownership Quotient available in PDF, EPUB and Kindle. Organizations worldwide have used a groundbreaking tool the service-profit chain to improve business performance. In The Ownership Quotient, the authors reveal the next level of thinking about the service-profit chain based on recent research into exemplar companies. Heskett, Sasser, and Wheeler extend the service-profit chain to include customer and employee "owners." Customer-owners are so satisfied with their experience that they relate their stories to others, persuade them to try a product, and provide constructive criticism and new product ideas. Employee-owners exhibit such enthusiasm for their organization that they infect customers with similar satisfaction, loyalty, and dedication. The lifetime value of a customer-owner is equivalent to that of a hundred merely typical customers. That makes the value of employees who promote customer-ownership priceless. Powerful and practical, The Ownership Quotient is your playbook for pushing performance to unprecedented levels.
The Service Profit Chain
The Service Profit Chain - read free eBook in online reader or directly download on the web page. Select files or add your book in reader. Download and read online ebook The Service Profit Chain write by James L. Heskett. This book was released on 1997-04-10. The Service Profit Chain available in PDF, EPUB and Kindle. In this pathbreaking book, world-renowned Harvard Business School service firm experts James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies stay on top by managing the service profit chain. Why are a select few service firms better at what they do -- year in and year out -- than their competitors? For most senior managers, the profusion of anecdotal "service excellence" books fails to address this key question. Based on five years of painstaking research, the authors show how managers at American Express, Southwest Airlines, Banc One, Waste Management, USAA, MBNA, Intuit, British Airways, Taco Bell, Fairfield Inns, Ritz-Carlton Hotel, and the Merry Maids subsidiary of ServiceMaster employ a quantifiable set of relationships that directly links profit and growth to not only customer loyalty and satisfaction, but to employee loyalty, satisfaction, and productivity. The strongest relationships the authors discovered are those between (1) profit and customer loyalty; (2) employee loyalty and customer loyalty; and (3) employee satisfaction and customer satisfaction. Moreover, these relationships are mutually reinforcing; that is, satisfied customers contribute to employee satisfaction and vice versa. Here, finally, is the foundation for a powerful strategic service vision, a model on which any manager can build more focused operations and marketing capabilities. For example, the authors demonstrate how, in Banc One's operating divisions, a direct relationship between customer loyalty measured by the "depth" of a relationship, the number of banking services a customer utilizes, and profitability led the bank to encourage existing customers to further extend the bank services they use. Taco Bell has found that their stores in the top quadrant of customer satisfaction ratings outperform their other stores on all measures. At American Express Travel Services, offices that ticket quickly and accurately are more profitable than those which don't. With hundreds of examples like these, the authors show how to manage the customer-employee "satisfaction mirror" and the customer value equation to achieve a "customer's eye view" of goods and services. They describe how companies in any service industry can (1) measure service profit chain relationships across operating units; (2) communicate the resulting self-appraisal; (3) develop a "balanced scorecard" of performance; (4) develop a recognitions and rewards system tied to established measures; (5) communicate results company-wide; (6) develop an internal "best practice" information exchange; and (7) improve overall service profit chain performance. What difference can service profit chain management make? A lot. Between 1986 and 1995, the common stock prices of the companies studied by the authors increased 147%, nearly twice as fast as the price of the stocks of their closest competitors. The proven success and high-yielding results from these high-achieving companies will make The Service Profit Chain required reading for senior, division, and business unit managers in all service companies, as well as for students of service management.
The Value Profit Chain
The Value Profit Chain - read free eBook in online reader or directly download on the web page. Select files or add your book in reader. Download and read online ebook The Value Profit Chain write by James L. Heskett. This book was released on 2010-05-11. The Value Profit Chain available in PDF, EPUB and Kindle. 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.
Adversity Quotient
Adversity Quotient - read free eBook in online reader or directly download on the web page. Select files or add your book in reader. Download and read online ebook Adversity Quotient write by Paul G. Stoltz. This book was released on 1999-05-25. Adversity Quotient available in PDF, EPUB and Kindle. Praise for Adversity Quotient. "With AQ, Paul Stoltz has done something remarkable: He synthesizes some of the most important information on how we influence our own future and then offers a profound set of observations which teaches us how to thrive in a fast-changing world!"-Joel Barker, President, Infinity, LTD, author of Paradigm Shift. "Adversity Quotient will show that you have more control over events than you think. The key is changing your beliefs. Believe it or not, that can usually be done in One Minute." -Ken Blanchard, co-author, The One Minute Manager. "Paul Stoltz's AQ explains why some people, teams, organizations, and societies fail or quit, and how others in the situation persevere and succeed. With this book, anyone or or organization can learn to reroute their AQ and hardwire their brain for success." -Daniel Burrus, author, Technotrends. "AQ is one of the more important concepts of our time. Paul Stoltz's book provides the direction and tools necessary for putting this idea into practice. It is a must read for anyone interested in personal mastery, leadership effectiveness and/or organizational productivity." -Jim Ericson, Program Director, The Masters Forum.
