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An Introduction To the Service Profit Chain

How you can use principles of The Service Profit Chain to create an outstanding service business.
5.0 (3 ratings)
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1,026 students enrolled
Created by Mike Hohnen
Last updated 8/2016
$15 $20 25% off
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  • 1.5 hours on-demand video
  • 3 Articles
  • 5 Supplemental Resources
  • Full lifetime access
  • Access on mobile and TV
  • Certificate of Completion
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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.

Who is the target audience?
  • Managers who are responsible for delivering customers satisfaction and loyalty through service.
  • Business owners who would like to differentiate their business through high service levels
  • Managers who would like to develop their leadership capacity
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What Will I Learn?
Learn how you can use the principles of The Service Profit Chain to create an outstanding service business.
Create Ambassadors
Understand Customer Value
Build A Dream Team
My hope it that the course will inspire you to think more about how an optimized service experience would help you achieve your objectives.
View Curriculum
  • No prior knowledge or materials needed
  • An Open Mind and Commitment
  • A computer with internet connection
Curriculum For This Course
Expand All 25 Lectures Collapse All 25 Lectures 01:42:47
2 Lectures 02:37

Service Profit Chain – Key Concepts
Module 1: What is the Service Profit Chain and why is it important now?
4 Lectures 22:59


The Service Economy

Lack of Engagement

Module 1 Quiz
3 questions
Module 2: Loyalty and Satisfaction
4 Lectures 21:32

Net Promoter Score

Loyalty & Satisfaction

Emotional Connection

Module 2 Quiz
4 questions
Module 3: Value – No Value, No Business
6 Lectures 24:48

What Result Are They Looking For?

Understanding Process

Empathy - Walking In Their Shoes

Proof of Service

Money and Effort

Module 3 Quiz
5 questions
Module 4: Engagement Is The Key To Creating Value
2 Lectures 08:58
Internal Quality

Employee Loyalty and Satisfaction

Module 4 Quiz
6 questions
Module 5: Dream Team – What Does It Take?
4 Lectures 16:49

The Right Fit

Building Skills and Capacity

Feedback and Recognition

Module 5 Quiz
4 questions
Module 6: Next Steps
1 Lecture 04:45
Join the learning community on facebook
1 Lecture 00:18
Learning community on facebook
Get a free copy of Mike's book
1 Lecture 00:10
Download your free copy of my book "Best! No need to be cheap if you are…"
About the Instructor
5.0 Average rating
3 Reviews
1,026 Students
1 Course
Leadership Coach, Facilitator & Professional Speaker

Mike Hohnen is a service management specialist and a passionate advocate of Action Learning. He has spent over 20 years as a manager and active change leader in service and hospitality companies worldwide. Today he is the principal shareholder in Thoughts4Action Consulting CC, from where he delivers Action Learning based leadership development programs and coaching based on the the theoretical framework of The Service Profit Chain.

Mike works as a coach, trainer, and keynote speaker.

His humor and passion is contagious in a way that always seems to inspire his audience – regardless if there are 2 or 200. He has taught at BSN in the Netherlands and in South Africa and he has developed a diploma in service management program in association with the University of Chester (UK) for delivery in Denmark. Furthermore, he writes articles for Visitor, the Danish hospitality trade magazine ofHORESTA, and the international magazine FoodService Europe & Middle East Magazine.

Mike is also the author of Best! No need to be cheap if you are…

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