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Outlines a path to success based on creativity and problem solving despite the changing economic clmate and future uncertainty.
The Value Profit Chain
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...
Service Profit Chain
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 stay on top by managing the service profit chain. 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. Based on five years of painstaking research, the authors show how managers at American Express, Southwest Airlines, Banc One, Waste Management, USAA, MBNA, Intuit, British Airways, Taco Bell, Fairfield Inns, Ritz-Carlton Hotel, and the Merry M...
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What Great Service Leaders Know and Do
Entire service businesses have been built around the ideas of Heskett, Sasser, and Schlesinger, pioneers in the world of service. Now they test their ideas against the actual experiences of successful and unsuccessful practitioners, as well as against demands of the future, in a book service leaders around the world will use as a guide for years to come. The authors cover every aspect of optimal service leadership: the best hiring, training, and workplace organization practices; the creation of operating strategies around areas such as facility design, capacity planning, queue management, and more; the use—and misuse—of technology in delivering top-level service; and practices that can t...
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Own Your Future
This insightful and helpful resource gives you the tools, tips, and techniques you need to succeed--no matter what comes your way. Not everyone has the means and resources to become a successful entrepreneur. So does that mean everyone else must hinge their success on the hopes that they survive the next set of layoffs and that their chosen field doesn’t become the next dying industry? Not at all! The successful methods that the leading entrepreneurs used to find their niche in today’s marketplace can be applied by all in their pursuit of a long-lasting, rewarding career. Own Your Future shows you how to take the same small steps forward they use to reinvent the way you maneuver in an un...
