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.

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?

Upcoming Events

Webinar: Putting Your Customers to Work...for You.
This 1 hour webinar informs, inspires and challenges your thinking about what it takes to outperform your competitors in this tough and tumble competitive environment.

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