Almost all U.S. firms believe they are awesome at customer service, speed, empowerment, and service recovery. They are living in La La Land. I demand great service and firmly believe we all should. I will NOT give money to firms that suck at customer service.
The Power of a Service Guarantee.
Every year I share results from Northeast Delta Dental. They provide dental insurance in Vermont, Maine and New Hampshire, three small U.S. states with a population of 600,412, 1, 292,816 and 1,330, 600 respectively for a total population of 3, 223,828
Any company that can build a brand around exceptional service will increase its value by at least 25%. Frankly, it could be 100-400%. Below you will see the results after 13 years. Share with your leadership team. I will put the highest returns on top and the lowest on the bottom. This is from December 31, 2016...
How hitchin' a ride with these guys may just put taxis out of business.
The Wall Street Journal, on November 19th, had a valuable article on the financial impact of Online Hotel Reviews.
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