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174 Managing Customers Through Economic Cycles

Employee = Customer = Shareholder Fulfillment

$49 90%

$48
85%

$47

$46 80%
$45
$44 75%

$43 70%
$42

$41 65%
1st Qtr 2nd Qtr 3rd Qtr 4th Qtr 1st Qtr 2nd Qtr 3rd Qtr 4th Qtr 1st Qtr
Share Price
% Fulfillment

Share price Employee Fulfillment Customer Fulfillment

Figure 8.1

Actual responses for the employee survey totaled roughly
50,000 employees. The number of customers who responded
from the six business units totaled 50–75 large corporate
customers.

The element the Service Profit Chain does not overtly
mention is leadership. It is after all the driving force behind
employee fulfillment and never more than in challenging
economic times.

In a nutshell: Effective human leadership begins with an
understanding of the strengths and weaknesses of the
leader themselves. From there, knowledge of the market-
place and the dynamics of human interaction in that
marketplace enable the selection of the right people to
fulfill customers. Developing those carefully selected people
with care and providing them the freedom to be the best
they can be for themselves and their customers is an essen-
tial element of human leadership. For both employee
development and the execution of business objectives, an
environment needs to be created where employees feel