Customer Reviews

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

5 star:		(1)
4 star:		(0)
3 star:		(2)
2 star:		(1)
1 star:		(0)

 

 

The book is fundamentally equal to the previous book from the same authors titled "Service Profit Chain" (often with the same examples!). New stuff about Strategic management is not incisive as the well defined concepts in Service Profit Chain.

Contents: 3 stars
Typographic expression: 1 star (bad structuring, no cross index to merge different aspects of same topic or different topics related to the same objective)

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.

incredibly boring. The book's ideas are great, but the vocabulary and the way they wrote the book puts you to sleep. I bought this book for one of my management classes, and even the teacher agrees that this book in boring. Good ideas, though!

This book has some value but it is jumbled up with a lot of that mumbo jumbo that people in HR use when they have little to add to a discussion.

Most employees are not owners and will never really behave (work hard) like owners - they talk much about loyalty and responding to good practices but experience tells me that when it comes to the choice of a midnight session to complete a presentation, most will have an excuse (got to take the cat to the vet) and those that stay will want two days off as their matching reward while telling you for the next year how hard they work.

This book sides with the employees as being open to great things so you just have to treat them as per their instructions.

Yes in some cases, employees will meet the expectations. But mostly they will let you down, as does this book.