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Topic(s): Customer Experience Customer Engagement Hello Customer Employee Engagement

Turning customer experience into growth with the service-profit chain

The service-profit chain is a solid business model that was introduced in Harvard Business Review in 1994. Looking at customer experience (CX), it is a great framework that explains how great CX is the result of well-thought out processes, supporting your people with the right resources, and offering good products and services. But how do you know whether this is the case? You collect insight into these areas by asking your customers for feedback.

Do you want to know how to boost your company’s revenue and profitability by implementing the service-profit chain? Learn all about it in our e-book!

In this e-book, we’ll discuss:

✔️ What the concept of the service profit chain entails and how it relates to customer experience

✔️ How to put the framework into practice to boost your company’s revenue growth and profitability

✔️ How customer feedback helps you gain insight in your “3 P’s”: people, processes and product/service

✔️ And why this feedback needs to flow back to the right teams


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Net Promoter Score, NPS, and the NPS-related emoticons are registered U.S. Trademarks, and Net Promoter Score and Net Promoter System are service marks, of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld.
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