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- Service Profit Chain Matrix
Service Profit Chain Matrix
The Service Profit Chain Matrix is a 2x2 matrix used to measure the impact of customer service on customer loyalty and profitability. It is based on the concept that customer loyalty and profitability are directly linked to customer service.
At a very high level, the Service Profit Chain Matrix is used in the context of business, marketing, finance.
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- Partner Selection Matrix
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- Portfolio Optimization-Value Alignment Matrix
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- Portfolio Performance-Value Matrix
- Positioning Matrix
- Process Capability Assessment-Value Alignment Matrix
- Process Capability Matrix
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- Process Capability-Value Alignment Matrix
- Process Improvement Matrix
- Process Improvement Maturity Matrix
- Process Improvement-Performance Alignment Matrix
- Process Improvement-Value Alignment Matrix
- Process Improvement-Value Stream Alignment Matrix
- Procurement Capability-Value Matrix
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- Product Adoption Matrix
- Product Costing Matrix
- Product Design Matrix
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- Product Differentiation Matrix
- Product Feature Matrix
- Product Feature-Value Alignment Matrix
- Product Feature-Value Matrix
- Product Launch-Performance Matrix
- Product Life Cycle Matrix
- Product Portfolio Matrix
- Product Positioning Matrix
- Product Roadmap Matrix
- Product Roadmap-Performance Matrix
- Product-Market Fit Matrix
- Product-Market-Technology Matrix
- Product-Service Matrix
- Product-Service Mix Matrix
- Product/Market Matrix
- Productivity Improvement Matrix
- Program Management Maturity Matrix
- Project Benefit Matrix
- Project Charter Matrix
- Project Management Capability Assessment-Value Matrix
- Project Management Capability-Performance Alignment Matrix
- Project Management Capability-Value Proposition Alignment Matrix
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- Project Prioritization Matrix
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- Service Delivery Matrix
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- Service Delivery Performance-Value Matrix
- Service Delivery-Value Alignment Matrix
- Service Delivery-Value Matrix
- Service Design and Delivery Capability Assessment Matrix
- Service Design and Delivery Matrix
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- Service Design Matrix
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- Service Innovation-Value Proposition Alignment Matrix
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- Social Capital-Value Matrix
- Social Impact Assessment Matrix
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- Social Media Capability Maturity Matrix
- Social Media Engagement Matrix
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- Social Media Marketing Matrix
- Social Media Strategy Matrix
- Social Network Analysis Matrix
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- Supply Chain Analysis Matrix
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- Supply Chain Visibility Matrix
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- SWOT Analysis Matrix for Marketing
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- System Development Capability-Value Matrix
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- Talent Pool Matrix
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- Target Market Matrix
- Technology Adoption Lifecycle
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- Technology Evaluation Matrix
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- The 7 Habits of Highly Effective People
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- User Experience Matrix
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- Viral Marketing Matrix
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- Work Breakdown Structure (WBS)
- Workforce Capability Development-Performance Alignment Matrix
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- Workforce Development-Value Matrix
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- Workforce Performance-Value Chain Alignment Matrix
- Workforce Performance-Value Proposition-Value Chain Alignment Matrix
- Workforce Performance-Value Stream Alignment Matrix
- Workforce Skill Development Matrix
- YouTube Marketing Matrix
What is the Service Profit Chain Matrix?
A visual explanation is shown in the image above. The Service Profit Chain Matrix can be described as a matrix with the following quadrants:
- People: The quality of the customer service personnel, including their knowledge, attitude, and ability to solve customer problems.
- Process: The processes used to deliver customer service, including the speed and accuracy of the service, as well as the availability of customer service personnel.
- Physical Evidence: The physical environment in which customer service is delivered, including the cleanliness of the store, the layout of the store, and the availability of products.
- Outcomes: The outcomes of customer service, including customer satisfaction, customer loyalty, and profitability.
What is the purpose of the Service Profit Chain Matrix?
The Service Profit Chain Matrix is a 2x2 matrix used to measure the impact of customer service on customer loyalty and profitability. It is based on the concept that customer loyalty and profitability are directly linked to customer service. The matrix is divided into four quadrants, each representing a different aspect of customer service.
The top-left quadrant is labeled 'People', and represents the quality of the customer service personnel. This includes factors such as their knowledge, attitude, and ability to solve customer problems. The top-right quadrant is labeled 'Process', and represents the processes used to deliver customer service. This includes factors such as the speed and accuracy of the service, as well as the availability of customer service personnel.
The bottom-left quadrant is labeled 'Physical Evidence', and represents the physical environment in which customer service is delivered. This includes factors such as the cleanliness of the store, the layout of the store, and the availability of products. The bottom-right quadrant is labeled 'Outcomes', and represents the outcomes of customer service. This includes factors such as customer satisfaction, customer loyalty, and profitability.
The Service Profit Chain Matrix can be used to measure the impact of customer service on customer loyalty and profitability. By analyzing each of the four quadrants, businesses can identify areas for improvement and develop strategies to increase customer loyalty and profitability.
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What templates are related to Service Profit Chain Matrix?
The following templates can also be categorized as business, marketing, finance and are therefore related to Service Profit Chain Matrix: Effort Impact Matrix, Gap Analysis Matrix, Growth Share Matrix, Kraljic Matrix, Outsourcing Matrix, Quadrant Analysis, Risk Analysis Matrix, Risk Value Matrix. You can browse them using the menu above.
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