$78.00 USD

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Introduction to the Service Profit Chain: Tutored e-Learning

Learn the fundamentals of the Service Profit Chain, the business model behind virtually any* successful service and hospitality company.

Understand how you can apply these principles to your service business, regardless of what size it is. In fact, businesses that applied this when they where small ended up becoming giants in their industry. Marriott Hotels is one great example that started as a modest root beer stand—and look what they have become. The same can be said for South West Airlines, Avis, Starbucks and many more—their foundation was and will always be the Service Profit Chain model.

*From Ritz-Carlton to Starbucks, and every successful service and hospitality business in between

The course includes:

  • Six (6) Captivating Training Modules
  • Twenty-eight (28) Individual Videos
  • Challenging Assignments
  • Feedback via Email on Your Assignments
  • E-book Version of Mike's Book Best!

Specifically, you'll learn:

How to achieve profit and growth, even in hard times, by applying seven clear steps of the Service Profit Chain, which include—

  • Customer loyalty is the key to building a great service business, including strong profits and growth.
  • Marketing is not a department; it's the way we do things, touch point by touch point—consistently, day after day.
  • Value is subjective and can only be understood from the customer perspective, but that there's a clear formula for creating value.
  • Employee engagement drives the exceptional customer experience. In that sense, the front line employee is our marketing department.

Moreover, you'll be able to:

  • Describe how customer loyalty is the key to profit and growth in an overcrowded market;
  • Detail how the customer perceives value and how value is the key to loyalty;
  • Understand how value is created by highly engaged and competent staff;
  • Know how to build a dream team of engaged people; and
  • Develop a clear action plan for what needs to be done in your business in order to better implement the Service Profit Chain model.


Mike is very much hands-on and also great for individual coaching as he keeps things simple and easy to understand and practice. I have with great success worked with Mike in building a new strategy and in the process of implementing a 'service profit chain culture' at The Blue Planet.

Dorte Gleie (CEO, The Blue Planet – National Aquarium of Denmark)