Customer-centric approach

Service profit chain

Dr. Alejandro Alvarado Herrera 2022

Customer-centric

approach
When a company considers the customer
experience to be fundamental in
determining how to act and what to do
Internal customer
It is essential to develop 3

different types of ties with the

employee to keep him satisfied:

Ownership Quotient
Economic and legal ties
Structural and service ties
Emotional and philanthropic
Customer and

ties.

employee

"owners" of the

External Customer business

Channeling satisfaction and

motivation of the employee

towards the fulfillment of

objectives related to health

satisfaction and loyalty of the

external client is necessary.

 Customer owner
Someone who tries a product or
service, that completely satisfies
him/her so he/she comes back to
buy more, states a willingness to
tell others about the experiences,
actually convinces others to buy,
provides constructive criticism of
existing offerings, and even
suggests or helps test new
products or ideas.
 Service Profit Chain
It resides in developing a working environment in

which carefully selected, highly capable, engaged

employees interact with customers to create

customer value far superior than the one offered by

the competition.
The links in the Service Profit Chain

Harvard Business Review

A satisfied customer

is a loyal customer
 Team Activity
In teams look for a company that
applies customer-centric culture.

Do a report on this and upload it to

Canvas
 Homework
Do the reading of

"La cultura centrada

en el cliente"
There will be a quizz
next class
 Thank you
Dr. Alejandro Alvarado Herrera 2022