The Ownership Quotient
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The Ownership Quotient
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Author : James L. Heskett
language : en
Publisher: Harvard Business Press
Release Date : 2008-12-09
The Ownership Quotient written by James L. Heskett and has been published by Harvard Business Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2008-12-09 with Business & Economics categories.
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
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Author : James L. Heskett
language : en
Publisher: Harvard Business School Press
Release Date : 2008
The Ownership Quotient written by James L. Heskett and has been published by Harvard Business School Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2008 with Business & Economics categories.
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.
Oq
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Author : James L. Heskett
language : th
Publisher: ExpernetBooks
Release Date :
Oq written by James L. Heskett and has been published by ExpernetBooks this book supported file pdf, txt, epub, kindle and other format this book has been release on with Business & Economics categories.
จะดีแค่ไหน....หากลูกค้า และพนักงานของคุณรู้สึกว่าตนเองเป็นเจ้าขององค์กรคนหนึ่ง ซึ่งความเป็นเจ้าของ (Ownership) ในที่นี้ไม่ใช่เรื่องทางการเงิน แต่เป็นเรื่องของความมุ่งมั่นที่จะปฏิบัติตามค่านิยมที่ยึดถือร่วมกันในการมุ่งสร้างองค์กรสู่ความเป็นเลิศ โดยที่พวกเขาแสดงออกถึงความภักดีอย่างยิ่งยวด ความผูกพัน และการมีส่วนร่วมกับองค์กร ซึ่งความรู้สึกเป็นเจ้าของนี้สามารถสร้างมูลค่าต่อองค์กรมากเกินกว่าจะประเมินค่าได้ หนังสือเล่มนี้นำเสนอกรณีศึกษาจากองค์กรที่ประสบความสำเร็จทางธุรกิจอย่างมาก จากการมุ่งเน้นการสร้างความรู้สึกเป็นเจ้าขององค์กรให้กับลูกค้า และพนักงานเป็นสำคัญ ซึ่งจากกรณีศึกษาดังกล่าวคุณจะได้เรียนรู้กลยุทธ์ต่างๆ ที่จะบ่มเพาะความรู้สึกการเป็นเจ้าของให้เกิดขึ้นได้ ไม่ว่าจะเป็นการสร้างความเป็นเจ้าของให้เป็นวิสัยทัศน์ในการสร้างคุณค่าเชิงกลยุทธ์ การสร้างคุณค่าให้มากกว่าต้นทุน การให้ลูกค้ามีส่วนช่วยในงานขององค์กร การเพิ่มความรู้สึกเป็นเจ้าของของพนักงาน และการสร้างความรู้สึกเป็นเจ้าของให้เป็นวัฒนธรรมองค์กร อันจะสร้างความก้าวหน้าและความสำเร็จที่ยั่งยืนขององค์กรได้จริง
The Service Profit Chain
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Author : James L. Heskett
language : en
Publisher: Simon and Schuster
Release Date : 1997-04-10
The Service Profit Chain written by James L. Heskett and has been published by Simon and Schuster this book supported file pdf, txt, epub, kindle and other format this book has been release on 1997-04-10 with Business & Economics categories.
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.
Adversity Quotient
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Author : Paul G. Stoltz
language : en
Publisher: John Wiley & Sons
Release Date : 1999-05-25
Adversity Quotient written by Paul G. Stoltz and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 1999-05-25 with Business & Economics categories.
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.
The Value Profit Chain
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Author : James L. Heskett
language : en
Publisher: Simon and Schuster
Release Date : 2010-05-11
The Value Profit Chain written by James L. Heskett and has been published by Simon and Schuster this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010-05-11 with Business & Economics categories.
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.
What Great Service Leaders Know And Do
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Author : James L. Heskett
language : en
Publisher: Berrett-Koehler Publishers
Release Date : 2015-09-01
What Great Service Leaders Know And Do written by James L. Heskett and has been published by Berrett-Koehler Publishers this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015-09-01 with Business & Economics categories.
Entire service businesses have been built around the ideas of Heskett, Sasser, and Schlesinger, pioneers in the world of service. Now they test their ideas against the actual experiences of successful and unsuccessful practitioners, as well as against demands of the future, in a book service leaders around the world will use as a guide for years to come. The authors cover every aspect of optimal service leadership: the best hiring, training, and workplace organization practices; the creation of operating strategies around areas such as facility design, capacity planning, queue management, and more; the use—and misuse—of technology in delivering top-level service; and practices that can transform loyal customers into “owners.” Looking ahead, the authors describe the world of great service leaders in which “both/and” thinking replaces trade-offs. It's a world in which new ideas will be tested against the sine qua non of the “service trifecta”—wins for employees, customers, and investors. And it's a world in which the best leaders admit that they don't have the answers and create organizations that learn, innovate, “sense and respond,” operate with fluid boundaries, and seek and achieve repeated strategic success. Using examples of dozens of companies in a wide variety of industries, such as Apollo Hospitals, Châteauform, Starbucks, Amazon, Disney, Progressive Insurance, the Dallas Mavericks, Whole Foods, IKEA, and many others, the authors present a narrative of remarkable successes, unnecessary failures, and future promise.
The Digital First Customer Experience
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Author : Joe Wheeler
language : en
Publisher: Kogan Page Publishers
Release Date : 2023-07-03
The Digital First Customer Experience written by Joe Wheeler and has been published by Kogan Page Publishers this book supported file pdf, txt, epub, kindle and other format this book has been release on 2023-07-03 with Business & Economics categories.
The definitive guide to designing digital-first experiences customers love. In his third book on the topic of customer experience, bestselling author and consultant Joe Wheeler tackles the challenges many organizations are facing as they attempt to design compelling experiences in a digital-first world. It features case studies of leading brands including Lemonade, Spotify, CEMEX, VMware, Starbucks, NIKE and Amazon. Part One introduces the new "3 Cs", key trends associated with technology convergence, competition and culture change in a post-pandemic world. Part Two takes a deep dive into seven design strategies, from designing emotional peaks across channels to empowering customers through immersive experiences that merge physical and digital assets. Part Three provides a playbook for how to design digital-first experiences, including how to solve the right problems, develop a measurable business case, design digital-first experiences customers love and execute the new design at scale.
Win From Within
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Author : James Heskett
language : en
Publisher: Columbia University Press
Release Date : 2022-01-04
Win From Within written by James Heskett and has been published by Columbia University Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2022-01-04 with Business & Economics categories.
There is significant evidence that an effective organizational culture provides a major competitive edge—higher levels of employee and customer engagement and loyalty translate into higher growth and profits. Many business leaders know this, yet few are doing much to improve their organizations’ cultures. They are discouraged by misguided beliefs that an executive’s tenure and an organization’s attention span are too short for meaningful transformation. James Heskett provides a roadmap for achievable and fast-paced culture change. He demonstrates that an effective culture supplies the trust that makes managing change of all kinds easier. It provides a foundation on which changes in strategy can be based, and it’s a competitive edge that can’t easily be hacked or copied. Examining leading companies around the world, Heskett details how organizational culture makes employees more loyal, more productive, and more creative. He discusses how to quantify its effects in order to sell the notion of culture change to the organization and considers how to preserve an organization’s culture in the face of the trend toward remote work hastened by the COVID-19 pandemic. Showing how leadership can bring about significant changes in a surprisingly short time span, Win from Within offers a playbook for developing and deploying culture that enables outsized results. It is a groundbreaking demonstration of organizational culture’s role as a foundation for strategic success—and its measurable impact on the bottom line.
Improving Organizational Performance
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Author : Richard E. Kopelman
language : en
Publisher: Routledge
Release Date : 2019-12-06
Improving Organizational Performance written by Richard E. Kopelman and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-12-06 with Business & Economics categories.
This book presents the Cube One framework, which provides a basis for understanding, diagnosing, and improving organizational performance. It is based on the premise that successful organizations enact practices that satisfy three key constituents: the enterprise itself, customers, and employees. This book offers a uniquely empirical approach by examining enterprise-, customer-, and employee-directed practices. Validity evidence is provided by survey research, studies of financial metrics, and the analysis of cases involving well-known organizations (such as Google, Four Seasons, and Mayo Clinic). The Cube One framework is equally applicable to organizations in the for-profit, nonprofit, and government sectors. After reading this book, students and scholars, as well as organizational practitioners in the fields of organizational behavior and management, will find a practical approach to improving organizational performance.