An Introduction To the Service Profit Chain

Course details

The Service Profit Chain is a theory and business concept evolved by a group of researchers from Harvard University in the nineties (among others James L. Heskett and Leonard Schlesinger). The concept was first offered in the book , The Service Profit Chain - How Leading Companies Link Profit and Growth To Loyalty, Satisfaction and Value, published in 1997. The core idea behind the service profit chain is that a direct relationship exists between profit, growth, customer loyalty, customer satisfaction, value delivered, employee capability, satisfaction, loyalty, and productivity.

 In these 5 easy to follow video modules Mike will take you through, the why, the what and the how of this inspiring frame work that is  the foundation of virtually any succesfull service business in the world.