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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.
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