The Value Profit Chain: Treat Employees Like Customers and Customers Like Employees
Serving employees well and knowing when to “fire” a customer will boost a firm’s bottom line, according to this team of Harvard Business School professors. The authors of The Service Profit Chain here stress the creation of lifetime customers and detail the complex relationship between employee satisfaction, customer retention and profitability. They use examples from firms including Federal Express, Southwest Airlines and Wal-Mart. The highly … [ Read more ]
Content: Book | Authors: James L. Heskett, Leonard A. Schlesinger, W. Earl Sasser | Subjects: Management, Strategy
The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value
Why are a select few service firms better at what they do — year in and year out — than their competitors? For most senior managers, the profusion of anecdotal “service excellence” books fails to address this key question. In this pathbreaking book, world-renowned Harvard Business School service firm experts James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies … [ Read more ]
Content: Book | Authors: James L. Heskett, Leonard A. Schlesinger, W. Earl Sasser | Subjects: Customer Related, Strategy