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

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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 ne...