The Value Profit Chain: Treat Employees Like Customers and Customers Like Employees

The Value Profit Chain provides tremendous insight into the critical elements of a world class operating strategy. I particularly found Chapters 1 and 2 extremely helpful in providing a framework to think about the details of what is required to support our brand positioning. As they say, God is in the details and this book helped me understand which details matter and which don't. I highly recommend this book to anyone trying to lead customer-focused change in their organizations.