Service-Profit Chain Empowers Employees
I advise clients to focus on “Putting the Customer or Member in Control”. To do so in a service economy, leaders must focus on both employees facing the customer as well as the customers themselves.
A Harvard Business Review article, “Putting the Service-Profit Chain to Work,” written nearly 20 years ago, described an approach that rings as true today as when it was written. Research shows an important chain reaction. Whether you are working in a credit union which services members or an organization that services customers, satisfied employees create loyal customers who in turn become apostles for your business. These apostles are your best customers.