An edition of The value profit chain (2002)

Value Profit Chain

Treat Employees Like Customers and Customers Like

Value Profit Chain
James L. Heskett, James L. Hes ...
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Last edited by ImportBot
February 26, 2022 | History
An edition of The value profit chain (2002)

Value Profit Chain

Treat Employees Like Customers and Customers Like

Publisher Description (unedited publisher data) 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.

Publish Date
Language
English

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Previews available in: English

Edition Availability
Cover of: The Value Profit Chain
The Value Profit Chain: Treat Employees Like Customers and Customers Like Employees
Oct 04, 2014, Free Press
paperback
Cover of: Value Profit Chain
Value Profit Chain: Treat Employees Like Customers and Customers Like
2010, Simon & Schuster, Limited
in English
Cover of: The Value Profit Chain
The Value Profit Chain : Treat Employees Like Customers and Customers Like Employees
December 31, 2002, Free Press, The Free Press
Hardcover in English

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Book Details


The Physical Object

Pagination
400

ID Numbers

Open Library
OL37116465M
ISBN 13
9781439136126

Source records

Better World Books record

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February 26, 2022 Created by ImportBot Imported from Better World Books record