The ownership hierarchy

Many organisations adopted the concepts of the service profit chain.
Create conditions that foster higher rates of satisfaction and loyalty amongst employees and customers.

Are your customers and employees:
curious
trying
satisfied
loyal
committed
apostle with viral behaviours
owners.

A customer owner offers constructive complaints, recruits new customers and recommends new products and services. An employee owner offers ideas about how to improve the processes. Recuits potential new employees. And recommends new products and services.

Impossible: look at the pictures of the annual haban ice and snow festival and realize that things are possible

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