Service success

de James L. Heskett, Jeffrey F. Rayport, Harvard Business School Publishing Corporation

Developing excellent service relationships is key to attracting and retaining customers. However, good service goes beyond interacting pleasantly with customers. The Service Profit Chain is a framework that demonstrates how loyal employees and satisfied customers can lead to substantial growth for an organization. With Service Success, you will further develop employees, improve your service capability, and ultimately contribute to your organization's bottom line. After completing the eLearning program Service Success, you will be able to analyze customer needs and understand how to close the gap between what customers value and what you provide; understand the three R's of loyalty economics: Retention, Related Sales, and Referrals; experience improved capability and job satisfaction; skillfully gather and analyze customer information; calculate the lifetime value of a customer and the cost of employee turnover; target, attract, and retain your most valuable customers; and improve customer satisfaction and loyalty. This program is based on the research and analysis by the Harvard Business School Service Management Group, including professors James Heskett and Jeffrey Rayport.