Having trouble viewing this email? Launch it in your browser.
June 2015
Share on social:FacebookLinkedInTwitterDelicious

Service Leaders Have Higher Value


In May 2003 I invested $9,000 ($1,000 ea.) in 9 service leaders. Today this investment is worth $34,363. I wanted to prove that service leaders continue to grow because they focus on the service strategy.  Hard to understand the reasoning why CEO’s do not focus on a service strategy.   Probably because they do not understand how it impacts market share, brand and the value of the business.  Following is proof that a service culture will increase the value of a firm by over 25%.

Click here to read the blog post

Wong Family in Lima, Peru

I spent time on June 2 with the Lynn Wong and their leadership team. They have a company that has two large shopping centers/malls/Commercial Centers. Plaza North opened about 5 years ago in Lima. In October Plaza de Sur is opening.

The family had built the most successful supermarket chain ( E Wong) in Lima Peru with about 70% market share when sold for about $900 million in December 2007 to Cencosud, a Chilean company that quickly forgot about customer service. Today market share is 40%. The saving grace is the value of the real estate has been increasing in value each year even though the value of the supermarket chain is down maybe 50%. CENCOSUD'S revenue fell by 38.6% in the first quarter of 2015, compared to the same quarter of 2014. I suspect weak customer service is impacting their total businesss.

In my book, Empowerment: A Way of Life I start with a story on the Wong family. http://store.customer-service.com/index.php/books.html Very few CEO's and top management understand the service strategy. Those that do make an incredible amount of money.

International Marketing Position Available

SQI is looking for a new person to replace Tom Chapman who had managed International for SQI. Tom has retired after 8.5 years of service. If you know anyone who is interested in this position have them email John Tschohl at john@servicequality.com.

Customer Service and Social Media

Those of you who have been reading my newsletter for a while are well aware of the value I place on customer experiences and writing about them. I find that any time I’m either disturbed about an experience or absolutely ecstatic about an experience, that writing about it and letting other people know about it has significant benefits.  These benefits are due at least in part to the process of venting and more importantly to bring about improvements in customer service.

I was sent an article by a friend of mine recently regarding customer experiences. Read what happened and keep in mind the… power of social media. This article was printed in Direct Marketing News and is available on social media. View the aritcle here.

Special Pricing

Order any program online over $1000 and receive a $200 coupon for all orders placed by June 30, 2015

Use Code June 30

New SQI programs:

Customer Service Performance Standards Available Electronically - The Software is free.

THIS IS READY FOR IMPLEMENTATION. ALL CUSTOMERS WHO WANT TO be sure of the results of our programs can use this free software. If an employee goes  through any programs of SQI the software can be used to identify their customer service performance based on BEHAVIOR AND ATTITUDES. It focuses on the skills we teach in the program they went through. The software will track their participation with each program and measure their performance over each program. The software can be installed on your computers or you can use SQI's.

Companies spend a lot of money on surveys and mystery shops. We are focusing on the leading edge skills and behavior we are teaching in the programs clients use.



John Tschohl
Service Quality Institute
Minneapolis, Minnesota 55420
Office 952-884-3311
Cell 612-382-5636

In this issue

»Service Leaders Have Higher Value
»Wong Family in Lima, Peru
»International Marketing Position Available
»Customer Service and Social Media
»Special Pricing
»Customer Service Performance Standards Available Electronically

John Tschohl, President Service Quality Institute

  • In The Media:

» Service Recovery... Handling the Screw-up - The Retail Observer 

» The Battle For Customers - Call Center Times

» Complaining Customers Are The Best Motivators - The Wise Marketer

» Move Customers Into The Profit Zone Call Center Times

Certification Seminars:

September 14, 2015 Minneapolis, MN - Feelings (Certification)
Sign up here

September 14-16, 2015 MInneapolis, MN - Certified Customer Service Leader (CCSL)
Sign up here

September 14-17, 2015 Minneapolis, MN - Certified Customer Service Trainer (CCST)
Sign up here

September 16-17, 2015 Minneapolis, MN - Leading Empowered Teams (Certification)
Sign up here

Follow us:FacebookLinkedInTwitter