True confessions: I bought this book because my company, Communispace, was mentioned in it as an example. I expected to read the little blurb about us and put it on the shelf. Instead, I got absorbed. The book is a great reminder of the powerful relationship between employee satisfaction and customer satisfaction, but it goes much further than that. It describes a relationship state (ownership) that transcends "loyalty" -- and then it lays out strategies and actions and examples to create that kind of ownership. We've seen Ownership in our organizations when we are at our best. It's inspiring -- and in this age of social media where your employees and customers are more important to your reputation than ever, it's required reading. Or at least, required skimming. :)
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