Achieving Breakthrough Service

Many of today's most successful and innovative companies know that merely good customer service is not good enough. In their ongoing efforts to remain competitive, they have abandoned the existing service model-with its built-in cycle of failure that punishes customers, employees, and shareholders-because it no longer works. Instead, all these organizations-large and small, public and private, and for-profit and not-for-profit-have embraced a more effective model created by Harvard Business School HBS faculty through the analysis of breakthrough service firms.

At the heart of these endeavors is a strong belief that today's employee satisfaction, loyalty, and commitment will influence tomorrow's customer satisfaction, loyalty, and commitment-and, ultimately, the organization's profit and growth. This practical management belief is reinforced by a growing body of empirical research into the links comprising what the authors term "the value profit chain."

Achieving Breakthrough Service (ABS) is an intensive Executive Education program that focuses on the value profit chain model, and how that chain redefines service throughout all areas of the organization. The course shows participants how to leverage this new model to seize opportunities that are unattainable with the existing model-and how to reap the impressive payoffs of greater employee and customer loyalty, increased profitability, and faster growth for their organizations.

To view a multimedia presentation illustrating the "value profit chain" model, click here .

FACULTY INSIGHTS

Since the 1970s, some members of the HBS faculty have focused much of their research on a model that they developed called the "value profit chain." This framework has helped hundreds of organizations deliver breakthrough value to their customers, employees, and shareholders.

Read an article on this powerful and practical management perspective, which Professor Sasser and his colleagues have honed over the last 30 years.

View Professor Sasser, Faculty Chair, discussing how action learning prepares decision makers in service, retail, and manufacturing firms to implement breakthrough value concepts throughout their organizations. [video]

PARTICIPANT INSIGHTS

Read the interview "Taking Customer Service to the Next Level."