The Value Profit Chain: Treat Employees Like Customers and Customers Like Employees

Heskett, James L.; Sasser, W. Earl; Schlesinger, Leonard A.

ISBN 10: 0743225694 / ISBN 13: 9780743225694

Published by Free Press, 2003

About this Item

May have limited writing in cover pages. Pages are unmarked. ~ ThriftBooks: Read More, Spend Less.

Seller Inventory # G0743225694I4N00

Bibliographic Details

• Title: The Value Profit Chain: Treat Employees Like Customers and Customers Like Employees
• Publisher: Free Press
• Publication Date: 2003
• Language: English
• ISBN 10: 0743225694
• ISBN 13: 9780743225694
• Binding: Hardcover
• Condition: Very Good
• Dust Jacket Condition: No Jacket
• Weight: 1.3 pounds

About this title

Synopsis

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.

About the Author

James L. Heskett is Baker Foundation Professor at the Harvard Business School and co-author with Earl Sasser and Leonard Schlesinger of the landmark bestseller The Service Profit Chain.