Service-profit chain

The Service-Profit Chain is a concept showing how happy and engaged employees lead to better customer experiences, which in turn boosts customer loyalty and sales. When companies invest in employees’ training, support, and satisfaction, staff perform better and deliver higher-quality service. Satisfied customers are more likely to return and recommend the business, increasing profitability. Essentially, the chain links employee well-being to customer satisfaction, and ultimately, to the company's success. It highlights that investing in people directly benefits the organization's financial performance.