Terug Terug

The Ownership Quotient Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage

Name: The Ownership Quotient
Author: James L. Heskett

Auteur: James L. Heskett

Taal: Engels

Afbeeldingen

Artikel vergelijken

Vergelijk met andere artikelen

Bekijk nu

Auteur: James L. Heskett W. Earl Sasser

Co-auteur: Joe Wheeler

Engels
Hardcover
9781422110232
11 november 2008
240 pagina's

Alle productspecificaties

Samenvatting

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?

Productspecificaties

Inhoud

Taal: en
Bindwijze: Hardcover
Oorspronkelijke releasedatum: 11 november 2008
Aantal pagina's: 240
Illustraties: Nee

Betrokkenen

Hoofdauteur: James L. Heskett
Tweede Auteur: W. Earl Sasser
Co Auteur: Joe Wheeler
Hoofduitgeverij: Harvard Business Review Press

Overige kenmerken

Editie: illustrated edition
Extra groot lettertype: Nee
Product breedte: 165 mm
Product hoogte: 25 mm
Product lengte: 248 mm
Studieboek: Ja
Verpakking breedte: 167 mm
Verpakking hoogte: 243 mm
Verpakking lengte: 243 mm
Verpakkingsgewicht: 538 g

EAN

EAN: 9781422110232

Je vindt dit artikel in

Categorieën: Economie & Financiën

Managementboeken

Klantenservice

Boeken
Taal: Engels
Beschikbaarheid: Leverbaar
Boek, ebook of luisterboek?: Boek
Studieboek of algemeen: Studieboeken

Reviews

Nog geen reviews

Hoe controleren en plaatsen wij reviews? Hoe controleren en plaatsen wij reviews?

Negatief, positief, neutraal: we zetten een review altijd online. We controleren wel eerst of ’ie voldoet aan onze reviewvoorwaarden en niet nep is. We controleren ook of ’ie is geschreven door iemand die het artikel heeft gekocht via bol.com en zetten dit er dan bij. De controles gebeuren automatisch, al kijken er soms mensen mee. Bol.com betaalt niet voor reviews. Als een reviewer door een andere partij is vergoed, staat dit in de review zelf.