THE EMPLOYEE
–CUSTOMER–PROFIT CHAIN
A compelling place to work A compelling place to shopA compelling place to investAttitude aboutthe job
Attitude about the companyEmployee behavior Employee retentionService
Helpfulness MerchandiseValueCustomer Customer impression Customer retention
recommendationsReturn on assets Operating margin Revenue growth5 unit increase in employeeattitude drives a ...1.3 unit increase in customer impression, which drives a ...0.5% increase in revenueNote: rectangles are survey information, ovals are hard data, shadedareas are the SearsTotal Performance Indicators.