41: Purpose, Profit & the Role of Service

Developed in the 1990s by James Heskett, the Service-Profit Chain is a model of business management that links employee satisfaction to customer loyalty and profitability. It is a framework that shows the interrelationships of a business ecosystem, where revenue growth is an outcome of a chain of processes that begins with a clearly articulated shared purpose. In this episode, Chris, Hannah and Luke discuss how this model, when applied intentionally, leads to greater outcomes in today’s business environment.