Results driven consulting

The Service Profit Chain Institute offers a range of consulting services to bring the Service Profit Chain to life inside an organization, from research-based assessments to a comprehensive transformational organizational change process. We take a results-driven approach and offer six powerful tools proven to help companies enhance employee motivation and satisfaction, improve customer service, grow customer loyalty and increase business.

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Assessments and diagnostics

With thirteen different organizational and individual assessments and surveys, The Service Profit Chain Institute provides our clients with an array of diagnostic options.

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Service Profit Chain Management System™ implementation

A seven step organizational change process to implement the Service Profit Chain as a management system for operating the company.

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Customer Experience Design

The Service Profit Chain Institute applies a targeted five-step consulting engagement for re-designing the current customer experience based on proven research-based principles from behavior science.

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Employee Experience Design

This program offers a powerful process for understanding who a company’s target employee should be, and how to attract and retain happy, motivated employees who will deliver exceptional customer service embodying their company’s unique Brand Promise.

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Voice of the Customer/Net Promoter® Score Best Practice Implementation

Understanding how to constantly listen to customers and then take targeted action becomes more complex as a company grows. The Service Profit Chain Institute helps clients design customer listening and closed loop management processes based on the best practices of companies that deliver a world class customer service experience.

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Business Scorecard Development

Aligning an organization to a clear strategy of competitive advantage is one thing. Measuring the success of organizational change is another. This process ensures that strategy is aligned to operational actions by establishing goals and measures that define success for an organization, help predict performance and inform management on operational and structural improvements.

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Read Results Driven Case Studies

The Service Profit Chain Institute’s methods have proven results. Read how our consulting services have made businesses more successful.

Read Innovative Learning case studies.


Trademark information: Net Promoter Score, Net Promoter and NPS are trademarks of Bain & Company, Satmetrix Systems and Fred Reichheld.

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