I believe in the Power of Empowerment

When CEOs and executives develop a truly empowered workforce, employees believe in themselves.  That is how companies get a leg up on and crush their competition. 

Great Service Helps Metro Bank London Grow

I have two reports Vernon Hill, Founder and CEO of Metro Bank London sent me in the last 2 weeks. In London there are 5 large banks which have about 85% market share. Metro Bank opened its doors on July 29, 2010 with 40 employees and 4 stores. Today they have over 1600 employees, 30 stores and over 410,000 accounts. Read on to see how much they've grown.

Apple Cares

Apple knows the importance of great customer service and Apple also know that the customer service agents are at the front lines engaging with customers and helping create a positive atmosphere. Apple takes care of its staff and the staff takes care of the customers. This is why they are so successful. They have a vision and everyone at Apple buys into that vision.

Service Leaders Follow the Money

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.

Why is Creating a Service Culture so Difficult?

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.


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The Foundation of Customer Service
Every one of these tenets is an essential part of high quality customer service. Can your company afford to lose business by missing even one of these basic traits? what's your return on service?


Bad customer service loses money.
Find out how much money your company has lost due to its poor customer service practices with our "Return On Service" calculator.  what's your return on service?