The Value Profit Chain Treat Employees Like Customers and Customers Like Employees

The Value Profit Chain
  • Engels
  • Paperback
  • 9781476799988
  • Druk: 1
  • augustus 2014
  • 400 pagina's
Alle productspecificaties

Samenvatting

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.

Productspecificaties

Inhoud

Taal
Engels
Bindwijze
Paperback
Druk
1
Verschijningsdatum
augustus 2014
Afmetingen
Afmeting: 20,3 x 12,7 x 2,5 cm
Aantal pagina's
400 pagina's
Illustraties
Nee

EAN

EAN
9781476799988

Overige kenmerken

Extra groot lettertype
Nee
Gewicht
485 g
Studieboek
Ja
Verpakking breedte
152 mm
Verpakking hoogte
229 mm
Verpakking lengte
229 mm

Je vindt dit artikel in

Categorieën
Taal
Engels
Boek, ebook of luisterboek?
Boek
Nog geen reviews
23 09
Verwacht over 9 weken Tooltip
Verkoop door bol.com
  • Prijs inclusief verzendkosten, verstuurd door bol.com
  • Ophalen bij een bol.com afhaalpunt mogelijk
  • 30 dagen bedenktijd en gratis retourneren
  • Dag en nacht klantenservice