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.




Co-Founders and Advisory Board



Executive Resources


Senior Associates




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