It was a hectic week (having attended and talked at two major conferences). The last was the IQPC Customer Experience Forum where I shared my thoughts on market forces that were going to reshape the role of the branch and require a new generation of associates which I call “branded associate owners”.
Customer experience leaders like Harrah’s, Intuit, and Southwest embraced the Service Profit Chain model, made famous in the 1994 HBR article, “Putting the Service Profit Chain to Work”. More recently, thought leaders in the space have evolved the thinking towards the concept of customer engagement and associate ownership. My presentation discussed:
- Examining new strategies, tactics, and applications of the Service Profit Chain model
- Applying theory to practice in banking
- Expanding how such concepts might be applied to any retail or customer facing business.
A copy of the presentation is here. I’ll be posting a full transcript along with links to the case study videos over the weekend – so check back Monday. If I get time I’ll also post the “Experineering” SM approach I discussed.
I had a great audience (I always learn as much from them). Thanks.
Cheers!
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Hi Rick,
Thanks for the link to your presentation! I especially like your points on the branded associate owner. I look forward to reading more of your posts.
Regards,
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