Comments on: The Service-Profit Chain

By: Bret L. Simmons

Bret L. Simmons — Tue, 01 Nov 2011 16:51:05 +0000

You have the right approach, IMHO, Jeremy. Satisfaction is just not good enough. Thanks! Bret

By: Jeremy Ochsner

Jeremy Ochsner — Mon, 31 Oct 2011 14:27:02 +0000

Bret,

This section: But a strategy of customer satisfaction is competitive mediocrity because a simply satisfied customer is indifferent – they are open to being retrained by our competition about what to expect. Instead we want to strive to exceed our customers’ expectations – impress their socks off and delight them. That is competitive excellence, and it does not happen by chance but by purposeful design.

Is fantastic, because satisfaction means indifferent. I desire our company to “knock their socks off”. This is confirmation to me that a complete system is needed to maximize profits for employees, clients, and the companies delivering the product or service.

Great stuff, keep up the excellent work!

By: Service-Profit Chain: There is Something Right With This Picture « Bret L. Simmons

Sun, 02 Aug 2009 15:45:32 +0000

[...] about the link between employee performance and customer loyalty – a major principle of the Service-Profit Chain. One thing the authors suggest that is really interesting is that loyal customers can have an [...]

By: Pat’s Garage: Kick Ass Excellence in Action « Bret L. Simmons

Pat’s Garage: Kick Ass Excellence in Action « Bret L. Simmons — Wed, 01 Jul 2009 15:51:02 +0000

[...] description of Pat and his garage is an excellent example both of the service profit chain at work and of my leadership bias. While Pam says of Pat “his personality clearly shows up in [...]

By: Help your employees kick ass « Bret L. Simmons

Help your employees kick ass « Bret L. Simmons — Mon, 29 Jun 2009 15:52:53 +0000

[...] remember from the service-profit chain that unless you are a one person show, it’s your employees that will delight or disgust your [...]

By: Leadership: My Bias « Bret L. Simmons

Leadership: My Bias « Bret L. Simmons — Wed, 24 Jun 2009 14:46:16 +0000

[...] said in a previous blog post that I am a big fan of the service-profit chain. The logic of the service-profit chain suggests a very clear leadership philosophy and set of [...]