Introduction

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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