Service Profit Chain defines and manages the relationships between employee satisfaction, loyalty, productivity and value add which drives customer satisfaction and loyalty, leading in turn to improved and sustainable profitability. Escape Velocity for Business has considerable experience implementing Service Profit Chain programs. The Service Profit Chain requires absolute commitment from senior management and as it is progressively implemented across an organisation the culture changes. Employee and Customer loyalty improves, as does productivity and profitability.

Our approach is to work with organisations at multiple levels. First with the CEO of the business or division. Then with the management team. Only when we are certain that there is a commitment to the program at these senior levels do we engage with all other employees, ideally with a representative of management alongside us. Once we engage with the broader organisation it is time to start measuring Employee and Customer Satisfaction and Loyalty and identify SPC Champions at all levels. The role of SPC Champions is to act as ‘evangelists’ and feedback points. We aim to minimise the time all staff need to be away from their day-to-day roles to learn about and implement the Service Profit Chain. Once the program is fully implemented there is little need for ongoing training provided an overview of the Service Profit Chain is incorporated in normal induction arrangements.

Our Service Profit Chain implementation services are charged based on our daily consulting rates.

Please email service@escapevelocityforbusiness.com.au or use our Contact Us page if you would like to discuss this in more detail.