Service Leaders consistently have more revenue, make more money, plus have a stronger brand and market share. They dominate the market and crush their competition. In this issue I will share my ideas on Apple, Metro Bank London and my investment of $1000 each in 9 service leaders in May 2003.
I have been writing and speaking on customer service longer than anyone in the world and I still cannot figure out why so few organizations focus on creating a service culture. I think most firms think they are awesome without realizing that most customers in the world have trouble finding a service leader.
Read full blog post here where I highlight some of the world's leaders and role models in customer service.
Most firms do not understand the financial impact of being a service leader. For many firms it is just too much work. Actually, it does not take a lot of money but, it does take a fierce and unwavering focus by the CEO and everyone in management. If you want to drive a service culture, take some time and track the financial performance of service leaders.
Many organizations have no idea how to drive a service culture. In the US most companies believe they are awesome at service but few customers would agree. Companies today are reluctant to finance training for employees to teach them superior customer service skills and to motivate them to replace indifference with enthusiasm
Recently I was in San Diego and getting ready to leave for the airport. I needed transportation to the airport so this was my perfect opportunity to use UberX. I had installed the app on my iPhone a few weeks before so I decided to give ‘em a try. UberX, by the way, is a firm that provides rides/transportation … they are NOT a taxi company. Read all about how UberX is gaining marketing share with competitve prices and superior customer service.
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