The Ownership Quotient: Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage » (New Edition)

James L. Heskett and Earl Sasser are both Baker Foundation Professors at Harvard Business School. They were co-authors with Leonard Schlesinger of The Service Profit Chain and The Value Profit Chain. Joe Wheeler is the Executive Director of the Service Profit Chain Institute, a consulting firm that helps organizations achieve dramatic business results by implementing service-profit chain concepts.

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.

Citing companies as diverse as Harrah's Entertainment, ING Direct, Build-a-Bear Workshop, and Wegmans Food Markets, this book shows you how to:

• Identify your customer-owners
• Delight them by consistently exceeding their expectations in ways they truly value
• Foster an ownership culture throughout your company
• Measure and grow your "ownership quotient" among customers and employees

Powerful and practical, The Ownership Quotient is your playbook for pushing performance to unprecedented levels.