This is so second nature to Disney Institute, yet it is so astonishing to literally every single organization i encountered from 1999-2014.
The Chain of Business Excellence is a chain reaction moving left to right.
Leaders –> Employees –> Customers –> Reputation –> Improvement
Leaders drive your internal service culture which drives your employee’s experience
Employees drive your external service culture which drives your customer’s experience
Customers drive intent to definitely return and definitely recommend
Reputation (Brand) drives growth
Improvement (Innovation) drives profitability
In the mid-1990’s Disney Parks Chairman Judson Green proved with hard data that great leadership and great business results are inextricably linked. From Judson’s vision of Performance Excellence, we added a 10th and 11th step to Harvard’s original.
Harvard’s Service-Profit Chain was the genesis for creating my own version above.
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On April Fool’s Day 2009, jeff noel began writing five daily, differently-themed blogs (on five different sites). It was to be a 100-day self-imposed “writer’s bootcamp”, in preparation for writing his first book. He hasn’t missed a single day since.