Last week, I introduced you to DAC (Direction, Alignment and Commitment), the leadership concept developed by The Center for Creative Leadership … Read more
About Mike Hohnen
Leadership Coach, Facilitator & Professional Speaker
As a coach, I work with both individuals and teams.
I am a great believer in this simple formula:
Potential – interference = performance
I run workshops around themes or subjects such as:
- Service Design Thinking
- Service Profit Chain
- Strategy Development
- Scenario Planning / Future Search
- Performance Improvement
I give inspirational talks to large audiences on the subjects of:
- The Service Profit Chain
- Service Design Thinking
- Leadership and Organizational Development
It’s all about service
Customer service is probably one of the last frontiers of sustainable competitive advantage. It’s also one of the strongest ways to grow your profits. Depending on where you are in the organization, your perspective and challenges are different.
The frontline manager
Employee engagement is a challenge for most managers. This is a problem if we’re talking service, because we all know the difference between an engaged service employee … and a person who just happens to have a job.
Developing an engaged team
THe HR manager
Not all managers understand how much HR can contribute to their bottom line. So we need to build a case for strategic HR as the key to profits and growth.
So what is the case for strategic HR?
The CEO and General Manager
One of the big challenges in the new service economy is delivering consistently outstanding end-to-end customer experiences. To do this you need a management team who understand what it takes to build a frontline that can deliver outstanding customer experiences every time.
The total customer experience challenge
Explore the core concept
The Service Profit Chain - Three key elements
1. Customer Loyalty and Satisfaction
2. Understanding Value
3. Dream Team Cycle
At a high level, the Service Profit Chain shows a casual relation between the different important aspects and works unfolding all eight steps of the chain. Read more
The srevice profit chain explained
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.
Here is a brief introduction to the concept of the Service Profit Chain in the form of a slide show.
Service Profit Chain explained - get the slide show
My thoughts lately
Research conducted by the Center for Creative Leadership has identified a number of challenges that first time mangers (FTM) have in common. You … Read more
In my previous post, we looked at how the first time manager (FTM) is often neglected when it comes to training and development. In this post, … Read more
We have on-boarding programs for new employees, we train frontline staff in all aspects of customer service, and we have executive development … Read more