Page 64 - 100 Great Business Ideas: From Leading Companies Around the World (100 Great Ideas)
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THE EMPLOYEE–CUSTOMER–PROFIT CHAIN
A compelling place to work A compelling place to shop A compelling place to invest
Attitude about Employee Service Customer Return on assets
the job behavior Helpfulness recommendations Operating margin
Revenue growth
Attitude about Employee Merchandise Customer
the company retention Value impression
Customer
retention
5 unit increase in employee 1.3 unit increase in customer 0.5% increase in revenue
attitude drives a … impression, which drives a …
Note: rectangles are survey information, ovals are hard data, shaded
areas are the Sears Total Performance Indicators.
