Service Profit Chain Leaders like Harrah’s Entertainment and Build-A-Bear Workshop commit to a systematic approach to delivering a customer experience that is consistent, intentional, differentiated, and valuable to target customers. The “wow” experience that management consultants evangelize doesn’t happen by chance. At these firms, they are engineered. Although there are similarities between approaches, there are also differences that make each company unique, partly due to the nature of their business, but also by the approach they take to achieve results. We have culled the “best of the best” to design a service management system that focuses on those best practices that can make a difference in any organization.


The POWER!SERVICE™ System represents a breakthrough approach to addressing four key business challenges:

  1. Increasing Sales by Building Learning Relationships with our Most Profitable Customers. How do organizations create learning relationships with those customers that drive the significant portion of total revenue?
  2. Consistently Surprise and Delight Customers in Ways that Matter to Them. How do organizations consistently exceed customer expectations at key touchpoints in the experience that achieve higher levels of loyalty?
  3. Becoming World-Class at Matching Capacity to Demand. How do companies engineer the Service Delivery System so that front line employees have a chance to exceed customer expectations based on their full capacity to serve?
  4. Investing in Front Line Managers. What are the competencies of High Performing Managers and how do organizations attract, retain, and develop the very best managers in the industry?

Want to learn more about the POWER!SERVICE™ System? – Click here to download the full White Paper

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