By John Tschohl First let me clarify the value of quality service. I believe that great service retains the customers you already have, attracts more customers, and develops a reputation that encourages customers to do business with you in the future. Are you guilty of the following customer service crimes? 1. Telephone torture. Too many firms […]
By John Tschohl Providing outstanding customer service at the right price is the “Golden Rule” of most companies. It’s worth remembering that we all experience customer service every day. Customer service is a critical piece of your business, and you should fine-tune it as much as you can. Here are some well-known facts on customer […]
By John Tschohl Creating highly engaged customers is forcing companies to provide their customers with a consistent experience whenever and wherever they need it….digitally. Did you know that highly engaged customers buy 90 percent more frequently, spend 60 percent more per purchase, and have 3x the annual value (compared to the average customer).That’s a huge revenue […]
By John Tschohl The U.S. Bureau of Labor statistics found that companies with fewer than 100 employees gave only 12 minutes of manager training every six months. Organizations with 100-500 employees provided just 6 minutes. And if this holds true for managers, how much training do frontline employees get? A long-term research project commissioned by […]
By John Tschohl “One of the greatest discoveries a man makes, one of his great surprises, is to find he can do what he was afraid he couldn’t do.” – Henry Ford Are you afraid to fail? If so, your fear of failure is likely to limit your chances of success. If you look at […]