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.

Does it Pay to Be a Service Leader?

Leadership PaysMost 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.

Come Learn From The Best...how to create a Service Culture!

Worldwide Customer Service ConferenceMany 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

Bold New Idea

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.

Wilderness Safari in Botswana

Tschohl Family“I’m just 'wild' about Wilderness Safari in Botswana”.  Why?  In May I took a break from seminars in Kenya for Amadeus and Botswana for InXcellence to go on safari with Wilderness Safari. My wife and son joined me and were amazed at the royal treatment we received.


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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?