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Mike Hohnen

Coaching for personal growth, change and development

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You are here: Home / The Service Profit Chain – Answers to fundamental questions

The Service Profit Chain – Answers to fundamental questions

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.

Simply enter your details below to download the ebook.

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.

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“The personal coaching sessions develop the perspectives of my thoughts. Input from research and the valuable personal experience from Mike gives me the confidence to take actions. The quality conversations we have energize me and help me a lot in my leadership challenges.” – Annika Vilen

“Mike’s coaching is very “hands on” and he pushes you gently but firmly further than you imagine possible, provides you with relevant tools – and at the same time keeps the motivation and personal drive in focus, which enables you to continue your development even after your coaching sessions have determined..” – Stine Kold CEO

“The sessions have given me the capacity to take much wider perspectives — to focus on what makes a difference, as well as being closer to my employees. I highly recommend this training and personal coaching for all the information, wisdom and expertise Mike brings.” – Alex BouleauHead of Highways and Airport, COWI

I have used Mike for the past ten years in coaching and training my management teams to reach the highest level of service and obtain the best leadership skills – and it works. – Dorte Gleie Managing Director SSP Copenhagen

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