Build a Strong and Adaptive Ownership Culture

Why is it that many of the same companies appear on lists of the best places to work, the best providers of customer service, and the most profitable in their industries? What do managers at the best places to work understand that others don't? They understand that the identification of organization values is meaningless without a determination of the behaviors, measures, and actions that reinforce the values. They understand that strong and adaptive cultures can foster innovation, productivity, and a sense of ownership among employees and customers-all important elements in leveraging value over costs. This flexibility gives them a much higher probability than less adaptive organizations of producing extraordinary growth and earnings. This chapter is excerpted from "The Ownership Quotient: Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage."