The Service Profit Chain Institute Team
The Service Profit Chain Institute brings together a team of experts in the fields of customer service management, leadership development, organizational change and strategy deployment.
Our Partners, Consultants and Associates bring significant practical experience across a variety of customer service industries to each client engagement. Our exceptional team are committed to helping our clients improve their customer service, grow employee engagement, increase business, create competitive advantage and increase profit by connecting the links between employees, customers and profits.
To view a detailed bio for a member of our team, simply click on their name.
- Joe Wheeler, Executive Director
- Laura Gallant, Chief Financial Officer
- Debbie Barrett, Director, Product Development
Co-Founders and Advisory Board
- James Heskett, Harvard Business School
- W. Earl Sasser, Jr. Harvard Business School
- Leonard A. Schlesinger
- Maria Broderick
- Rosie Mucklo
- Greg Tucker
- Linda Solon
- Jon Mickelson
- Jeanne Glass
- Robin Martin
- Cate Rafferty
- Kim Proctor
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
THE OWNERSHIP QUOTIENT
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
THE CULTURE CYCLE
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