Using advanced qualitative and quantitative research methods, SPCI consultants identify the key value attributes that will earn the commitment and loyalty of targeted customer segments.
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Need to do a better job of listening to your customers? Service Profit Chain consultants can help you assess your business needs and design a measurement solution that drives the Voice of the Customer into the heart of your business.
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Understanding what will attract and retain the right employees is central to Achieving Breakthrough Value. This research identifies the drivers of satisfaction, commitment and retention of high performers in key customer facing roles. It also defines competency requirements from Novice through to Mastery for those positions that have the biggest impact on driving high levels of customer loyalty.
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Defining the Strategic Value Vision and the Business Case for Change
Will the view be worth the climb? Before embarking on a plan to implement Service Profit Chain concepts, defining a Strategic Value Vision that clarifies your firm’s target customers, value concept, operating strategy and value delivery system and is a good place to start. In addition, work with either Professors James Heskett or Earl Sasser of the Harvard Business School, or a number of other senior consultants to identify the financial impact of pursuing an Achieving Breakthrough Value strategy. Let the numbers do the talking!
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You can’t manage what you don’t measure. Too often, company performance is evaluated by backward looking measurement systems dominated by lagging financial measures. This consulting service involves designing a Business Scorecard that identifies the most important drivers of performance, then setting in place a fact-based process for target setting and performance evaluation.
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Apply a proven, 10-step process for re-designing your current customer experience to produce more consistent and intentional results for customers. Using both a reliable process and the involvement of some of the world’s leading experts in customer experience design, this consulting service will have a long lasting impact on any business.
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