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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.
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|Section 1: Introduction|
|Section 2: Module 1: What is the Service Profit Chain and why is it important now?|
The Service Economy
Lack of Engagement
Module 1 Quiz
|Section 3: Module 2: Loyalty and Satisfaction|
Loyalty Is The DriverPreview
Net Promoter Score
Loyalty & Satisfaction
Module 2 Quiz
|Section 4: Module 3: Value – No Value, No Business|
No Value, No BusinessPreview
What Result Are They Looking For?
Empathy - Walking In Their Shoes
Proof of Service
Money and Effort
Module 3 Quiz
|Section 5: Module 4: Engagement Is The Key To Creating Value|
Employee Loyalty and Satisfaction
Module 4 Quiz
|Section 6: Module 5: Dream Team – What Does It Take?|
Dream Team CyclePreview
The Right Fit
Building Skills and Capacity
Feedback and Recognition
Module 5 Quiz
|Section 7: Module 6: Next Steps|
Three Essential Leadership SkillsPreview
|Section 8: Join the learning community on facebook|
Learning community on facebook
|Section 9: Get a free copy of Mike's book|
Download your free copy of my book "Best! No need to be cheap if you are…"
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…