The Ownership Quotient

Heskett, Sasser, and Wheeler extend the service-profit chain to include customer and employee “owners.” 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. Citing companies as diverse as Harrah’s Entertainment, ING Direct, Build-a-Bear Workshop, and Wegmans Food Markets, this book shows you how to: Identify your customer-owners; Delight them by consistently exceeding their expectations in ways they truly value; Foster an ownership culture throughout your company; Measure and grow your “ownership quotient” among customers and employees.