Hundreds of large organizations around the world have used the groundbreaking Service Profit Chain to improve business performance. Now The Ownership Quotient reveals the next generation of the chain: customer and employee “owners” of your business.
Employee-owners exhibit such enthusiasm for their organization that they infect countless customers with similar satisfaction, loyalty, and dedication. Customer-owners are in turn so satisfied with their experience that they relate their stories to others, persuade them to try your product, and provide constructive criticism and new product ideas.
Case studies from companies as diverse as Harrah’s Entertainment, ING Direct, Build-a-Bear Workshop® , and Wegmans Food Markets, bring home the central principle of engagement-and showcase ways to raise the ownership quotient among both your employees and your customers. With the authors’ decades of consulting and research paving the way, you’ll learn to identify your customer-owners, consistently exceed their expectations in ways they truly appreciate, and foster, measure, and grow the Ownership Quotient throughout your company.
This powerful and practical book shows you how to add that value to your company and delight your employees, customers, and investors. Is your organization ready to make the transition to an ownership state of mind?
About the book
Seasoned service profit chain leaders such as Harrah’s view their Ownership Quotient (OQ) building efforts as closer to a science than a craft. Think of the OQ as both a measure of the effectiveness of policies and practices that enhance value for customers and employees and a predictor of future organizational performance.
Joe Wheeler is presently touring the country speaking to groups on how focusing on growing your Ownership Quotient can dramatically improve the performance of your company.
This 3-day program is delivered by senior SPCI faculty and brings the concepts and tools of The Ownership Quotient to life through case studies, application exercises and proven management tools and processes.
Free Tools and Assessments
This web-based self-assessment is based on a sub-set of the Best Practices of leading Service Profit Chain companies. Assessment results will be produced immediately upon completion. MORE
A powerful, research-based system that dramatically improves customer satisfaction and loyalty. Learn strategy, management practices and customer service tactics to out-perform your competitors. MORE
THE OWNERSHIP QUOTIENT
Hundreds of large organizations around the world have used the groundbreaking Service Profit Chain to improve business performance. Now The Ownership Quotient reveals the next generation of the chain: customer and employee "owners"
of your business. MORE
THE CULTURE CYCLE
Discover how organizational culture evolves, how it can be shaped and sustained, how it fosters innovation, promotes survival in tough times and influences the success of global strategies. MORE