Customer Review

1 of 2 people found the following review helpful
5.0 out of 5 stars Dear Joe, December 10, 2009
This review is from: Ownership Quotient: Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage (Hardcover)
Dear Joe,

What a surprise it was running into you a few weeks back. Candidly, I thought, well you guys have probably developed a few new techniques and tricks. I so totally underestimated this book. No, I should say I underestimated what could become the new bible of customer and associate experience excellence.

Joe, as I have pondered about what Banking 3.0 should be, I have been struggling with getting at the frameworks to both design the new business model and then build on those models to get to the right tactical actions. They were in the BOOK. Then I have been trying to think through how to take the service profit chain research I have been working on to the the next level. It was in the BOOK. I desperately need a new language to articulate concepts in a way that non-customer experienced focused team members could get it. They were in the BOOK. Then I needed techniques to develop and communicate what changes needed to be made in leadership and organization development. They were in the BOOK.

You really should have called this the Field book for Organic Growth and Loving Innovation For Terrific Extraordinary Renewal aka FOG LIFTER. This book is not good, itttttt"''sssss GGGGGrrrreaaattttt (Think Tony the Tiger).

Joe, if I were master of the customer experience universe I would make it required reading (aka the new Six Sigma for revenue growth). Listen, in my first pass I dog-eared 34 pages and footnoted such concepts as key business design questions (p. 26),value driven organizations as great places to work (p. 33), putting customers to work (Ch. 4), "If you treat employees as if they make a difference to the company, they will make a difference to the company" (p. 81), and the top ten questions for building an ownership culture (p. 162). I felt I had missed so much that I am actually going through the book a second time. The first time I have done that with any book in almost a decade.

Any one of these concepts would have been worth the price of the book, but there are literally dozens of ideas that ANY business could and should be putting into practice to navigate through the current business environment and come out on top where it really matters - with customers and associates.

Joe, thanks for a really powerful holiday gift.

Rick Otero,
EVP, Services and Customer Experience
Capital One Bank
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Richard
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Location: New York, New York

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