Positivity Model

Service Models, Profitability and Revenue Growth

As I discussed in the Service-Profit Model - profitability and revenue growth in any organization is driven by satisfied customers. And while companies go to great lengths to understand their customer satisfaction (C-Sat) scores, using various methods, many organizations fail to examine the entire service-profit chain, and what feeds a successful service model.

My own service model is a blend of 3 platforms:

• The Service-Profit Chain
• The Internal Positivity Model (described below)
• The Optimization Model (The ROC, and tuned supporting services)

In order to execute against the entire service-profit chain, we must examine how to feed step 1, the internal quality of service. My model supports optimizing the chain, but extends further by focusing on step 0. - a positivity framework:

Internal Positivity Model

• Losada line
• Measures - internal E-Sat correlated to external C-Sat
• Positive Outliers