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

by Leonard A. Schlesinger, W. Earl Sasser Jr., James L. Heskett, et al.

Book Overview

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... This description may be from another edition of this product.

• Format: Hardcover
• Language: English
• ISBN: 0743225694
• ISBN13: 9780743225694
• Release Date: January 2003
• Publisher: Free Press
• Length: 400 Pages
• Weight: 1.35 lbs.
• Dimensions: 1.2" x 6.3" x 9.5"

Customer Reviews

As Good As It Gets

The Value Profit Chain provides tremendous insight into the critical elements of a world class operating strategy. I particularly found Chapters 1 and 2 extremely helpful in providing a framework to think about the details of what is required to support our brand positioning. As they say, God is in the details and this book helped me understand which details matter and which don't. I highly recommend this book to anyone trying to lead customer-focused change in their organizations.