100 Great Business Ideas: From Leading Companies Around the World (100 Great Ideas)

(singke) #1

THE EMPLOYEE


–CUSTOMER–PROFIT CHAIN


A compelling place to work A compelling place t

o shop

A compelling place to invest

Attitude about

the job
Attitude about the company

Employee behavior Employee retention

Service
Helpfulness Merchandise

Value

Customer Customer impression Customer retention
recommendations

Return on assets Operating margin Revenue growth

5 unit increase in employee

attitude drives a ...

1.3 unit increase in customer impression, which drives a ...

0.5% increase in revenue

Note: rectangles are survey information, ovals are hard data, shadedareas are the Sears

Total Performance Indicators.
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