How do we measure loyalty? — Mike Hohnen

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Return to course: The Service Profit Chain

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The Service Profit Chain

Introduction

Welcome
Course overview and introduction

Why the service Profit Chain is more important than ever

Abundance - we live in the world of to much
Service Economy
Engagement ... the lack of

Loyalty

Loyalty is the driver
How do we measure loyalty?
Loyalty & satisfaction what is the relationship?
Going beyond satisfaction - what does it take?

Value

Understanding value
What result is the client looking for
What is our process
Proof of service adds value
Can you walk in their shoes?
Cost: money and effort

Dream Team

Internal Quality
Employeee Loyalty
Dream team cycle 1
Dream team cycle 2
Dream team cycle 3
Dream team cycle 4

What now?

How do we measure loyalty?

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