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Organizations worldwide have used a groundbreaking toolthe service-profit chainto 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.
First published November 11, 2008