About The Service Profit Chain Institute

The Service Profit Chain Institute was founded by Joe Wheeler and Professors James Heskett and W. Earl Sasser of the Harvard Business School. Our mission is to help our clients succeed by connecting the links between employees, customers and profits.

Our capabilities include:

  • Building Leadership Capability: Client-specific leadership training and development solutions to align the behaviors of senior executives to support the implementation of customer-driven strategies and lead organizational change.
  • Results Driven Consulting: Projects focused on specific elements of the Service Profit Chain, ranging from re-design of the customer experience to improve customer satisfaction and loyalty to implementing the entire Service Profit Chain Management System™.
  • Innovative Learning Solutions: Training programs and management tools designed to enable managers and employees to consistently exceed customer expectations at critical Moments of Truth that drive loyalty.

Our latest book, The Culture Cycle by James Heskett provides new insights into the proven practices of Service Profit Chain Leaders.


Why Choose Us?

Points of Differentiation:

  • Proven, results-driven approach to Service Profit Chain implementation. Our tools are proven to help companies improve employee motivation and satisfaction, improve customer service, grow customer loyalty and increase business.
  • Access to Thought Leaders, Senior Line Executives and management experts with relevant, practical ‘Best Practice’ experience. Focused on helping clients build internal capability to achieve sustainable results.

Email us at info@serviceprofitchain.com or call 1-877-777-0455 for more information.


About Us


We help our clients succeed by connecting the links between employees, customers and profits.

Click here to download general information about our company


Free Tools and Assessments

This web-based self-assessment is based on a sub-set of the Best Practices of leading Service Profit Chain companies. Assessment results will be produced immediately upon completion. MORE


A powerful, research-based system that dramatically improves customer satisfaction and loyalty. Learn strategy, management practices and customer service tactics to out-perform your competitors. MORE


Hundreds of large organizations around the world have used the groundbreaking Service Profit Chain to improve business performance. Now The Ownership Quotient reveals the next generation of the chain: customer and employee "owners"
of your business. MORE


Discover how organizational culture evolves, how it can be shaped and sustained, how it fosters innovation, promotes survival in tough times and influences the success of global strategies. MORE