Marrying NPS to Business Value in the New Service Profit Chain

The principles of the service profit chain, which links business value measures to elements of the customer experience, continues to be a foundation for the CX profession more than 20 years after the 1994 Harvard Business Review article that introduced the concept (“Putting the Service Profit Chain to Work” by James Heskett and others). But refinement and innovation have driven this narrative into new value business areas. At NICE Satmetrix we have seen this come to life with our own clients in blending customer feedback with new types of value and business performance metrics.
 
Paul Orovan, Senior Director of Enterprise Success, will take you through some exciting case work with NICE Satmetrix clients in which this service profit chain has come to life in many ways beyond the traditional dynamic. The marriage of customer feedback withdifferent value measures can help you in thinking about both about how to grow your business through investment and control costs through quality control measures.