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.

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

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?

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

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 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.
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Check out my new ebook Exploring Leadership and download it now for FREE!

I will take you through each of the steps needed to create an outstanding service business.