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

James Heskett, Earl Sasser, And Leonard Schlesinger Reveal Powerful New Evidence That Paying Close Attention To The EmployeeCustomer Relationship Will Enable Any Organization To Be A LowCost 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 ThirtyOne Years Of Groundbreaking Research: TodayS Employee Satisfaction, Loyalty, And Commitment Strongly Influences TomorrowS Customer Satisfaction, Loyalty, And Commitment And Ultimately The OrganizationS Profit And Growth A Quantifiable Set Of Associations The Authors Call The Value Profit Chain.In What May Be The Most FarReaching Study Ever Undertaken Of The Strategic Importance Of The EmployeeCustomer Relationship, Heskett, Sasser, And Schlesinger Offer Profound New Insights Into The LifeLong Value Of Both Employees And Customers And The Increasingly Important Concept Of EmployeeRelationship 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 NotForProfit 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 ForwardThinking Manager.