Have you ever wondered: What is the difference between service levels and service standards?
Or maybe you have asked yourself: If it is all about customer loyalty, does satisfaction matter?
Or you have been wondering: How can we understand how a customer thinks about value?
Well, you are not the only one. These are typical questions I get when I present: The principles of the Service Profit Chain.
The Service Profit Chain is in one sense a simple framework, but also quite complex to actually put in place. There are many moving parts that all need to come together. Meaning that is generally there are a lot more questions than just those three.
If you are curious about some of these questions, I invite you to download our most recent e-book: The Service Profit Chain – Answers to fundamental questions, and you can explore the answers for yourself.
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And if you don’t find an answer to your question, why not drop me a line HERE. I am always happy to answer questions if I can.