The Ownership Quotient

Many large organizations worldwide have utilized the revolutionary Service Profit Chain to enhance their business performance. Now, The Ownership Quotient presents the next iteration of the chain: customers and employees as "owners" of your business. Employee-owners have such an infectious passion for their organization that they inspire countless customers to experience similar levels of satisfaction, loyalty, and dedication. In turn, satisfied customer-owners share their positive experiences, persuade others to try your products, and provide valuable feedback and new ideas. As a new generation of managers transforms the way products and services are developed and delivered, authors Heskett, Sasser, and Wheeler have closely observed the evolution of this ownership model. Case studies from successful companies such as Harrah's Entertainment, ING Direct, Build-a-Bear Workshop, and Wegmans Food Markets highlight the central principle of engagement.