Innovative learning solutions

The Service Profit Chain Institute’s innovative learning solutions are designed to increase customer satisfaction and employee motivation. We harness a variety of learning and performance support tools and channels to create blended learning solutions that achieve significant results.

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Customer Experience City

This two hour live simulation designed for large management or employee teams is the perfect introduction to the core concepts of the Service Profit Chain.

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This comprehensive customer service learning system is based on our research from writing The Ownership Quotient. We identified the practices of Service Profit Chain Leaders; companies that could identify a clear relationship between employees, customers and profits – and pulled together what distinguished their success into a Service Management System for consistently exceeding customer expectations in ways that drive extreme customer loyalty and ownership.

Read more about this system.


The F.I.R.S.T. Method™ for Innovation and Continuous Improvement

Service Profit Chain Leaders understand that staying competitive requires constant improvement and innovation. The F.I.R.S.T. Method™ is the only solution that brings together a company’s innovation and continuous improvement efforts under one roof. This learning system integrates easily with innovation software such as the BrightIdea platform to harness the collective power of employees and customers to drive improved performance.

Read more about the F.I.R.S.T. Method™

Read Innovative Learning case studies

The Service Profit Chain Institute’s learning solutions have proven results. Read how our tools and solutions have achieved significant results for businesses.

Read Innovative Learning case studies.

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