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 as in an article in the Harvard Business Review in 1994 by James L. Heskett, Thomas Jones, Gary Loveman, W. Earl Sasser, and … [Read More...]
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.
Yet many companies still treat it as a cost function.
Often the view is that customer service is something separate – to the extent that there’s even a separate department for it.
In other organisations there’s much talk about the need for customer service, but the underlying understanding is that it’s something someone else, ‘out there’, should be doing.
But that’s not how it works in real life.
When we look at the customer service all-stars* they didn’t become icons of their industry because of a customer service department.
Service is foundational to the way they see themselves.
It is a culture, a way of living and leading that permeates the whole organisation – and the foundation is nearly always the service profit chain.
Not only does this raise the bar for the kind of leadership required, but it also forces us to rethink our end-to-end customer experience, touchpoint by touchpoint.
Depending on where you are in the organization, your perspective and challenges are different.
Here are 3 perspectives you can explore further:
**Customer Service all-stars : Include Disney, South West Airlines Ritz Carlton Hotels. Harly Davidson, Amazon, Nordstrom, Zappos etc
Explore the core concept
Inspirational talks to large audiences on the subjects of:
The Service Profit Chain
Service Design Thinking
Leadership and Organizational Development
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