An Introduction To the Service Profit Chain

How you can use principles of The Service Profit Chain to create an outstanding service business.
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Instructed by Mike Hohnen Business / Management
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  • Lectures 25
  • Length 1.5 hours
  • Skill Level All Levels
  • Languages English
  • Includes Lifetime access
    30 day money back guarantee!
    Available on iOS and Android
    Certificate of Completion
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About This Course

Published 5/2016 English

Course Description

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.

What are the requirements?

  • No prior knowledge or materials needed
  • An Open Mind and Commitment
  • A computer with internet connection

What am I going to get from this course?

  • 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.

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

What you get with this course?

Not for you? No problem.
30 day money back guarantee.

Forever yours.
Lifetime access.

Learn on the go.
Desktop, iOS and Android.

Get rewarded.
Certificate of completion.


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
3 questions
Section 3: Module 2: Loyalty and Satisfaction
Loyalty Is The Driver
Net Promoter Score
Loyalty & Satisfaction
Emotional Connection
Module 2 Quiz
4 questions
Section 4: Module 3: Value – No Value, No Business
No Value, No Business
What Result Are They Looking For?
Understanding Process
Empathy - Walking In Their Shoes
Proof of Service
Money and Effort
Module 3 Quiz
5 questions
Section 5: Module 4: Engagement Is The Key To Creating Value
Internal Quality
Employee Loyalty and Satisfaction
Module 4 Quiz
6 questions
Section 6: Module 5: Dream Team – What Does It Take?
Dream Team Cycle
The Right Fit
Building Skills and Capacity
Feedback and Recognition
Module 5 Quiz
4 questions
Section 7: Module 6: Next Steps
Three Essential Leadership Skills
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…"

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Instructor Biography

Mike Hohnen, 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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