Ownership Quotient
How to Build Organizations That Win Through Customer and Employee Engagement
Harvard Business Review Press, 2008
Category:
Leadership & Management
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(1)In this summary you will learn
- How to foster an “ownership culture”
- How to nurture “customer-owners” and “employee-owners”
- Why a high “ownership quotient” is good for business
Why you should read Ownership Quotient
James L. Heskett, W. Earl Sasser and Joe Wheeler write with authority as pioneers in the concept of building the “service profit chain,” a “working environment in which carefully selected, highly capable, engaged employees interact with customers to create customer value far superior to that offered by the competition.” Companies worldwide have adopted their philosophy since its introduction almost 20 years ago. In this book, they expand on the concept, and provide new material plus case studies about companies that excel. These exemplars include ING Direct, Rolls Royce, IBM, Fairmont Hotels and Whole Foods, all of which demonstrate the ideas in this short, very readable, if somewhat repetitive, book. getAbstract recommends this manual to business owners and managers who want to build on their most important assets: their customers and employees.
About the Authors
James L. Heskett and W. Earl Sasser are both Baker Foundation Professors at the Harvard Business School, and co-authors with Leonard Schlesinger of The Service Profit Chain and The Value Profit Chain. Joe Wheeler is Executive Director of the Service Profit Chain Institute.
Comment on this summary Sign in to share your opinion
| Wilma Swart | October 12, 2010 |
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This book seems to have linked into the core of the hospitality industry - loyal customers who are emotionally attached to our product! We have come a long way to start this process, but we can take it so much furhter and make it so much more emotionally attached. |
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