For over 30 years I have been reading the financial annual reports from Service Leaders. I find that some annual reports are full of smoke because they manipulate data and just dream about being a service leader. Authentic Service leaders, on the other hand, do a great job. I have highlighted key ideas so you … Read moreCustomer Service Leaders Financial Returns
I created the first customer service program called “Feelings” and released it in January of 1980. We have updated the program numerous times and sometimes it’s hard to keep count…. today we have 5 versions of Feelings. All versions and updates focus on 6 core elements. The one thing I have found amazing is that … Read moreThe 6 Elements of Superior Service
I have been talking and writing about customer service longer than anyone else in the world, letting both large and small companies know that it’s fiercely competitive out there and the only way to compete and win is with superior customer service. It will help you retain customers, build market share and improve worker performance. … Read moreWhy it’s Almost Impossible to Implement a Service Culture Plan
Even the most successful companies are in constant competition for business. What sets them apart often boils down to one factor…outstanding customer service. I have spent 44 years focused on customer service. I have written hundreds of articles, as well as 7 books on the topic. I have also been interviewed on television and radio … Read moreSuccess is Staring You Right in the Face
In a September 2018 Money magazine article, authors Megan Leonhardt and Shawn M. Carter did a nice job of showing the value of investing $1000. Very few executives want to copy Jeff Bezos the founder and CEO of Amazon. Sales in 2018 increased $41.9 billion a 31% increase in sales. I suspect this year they … Read moreIf you invested $1,000 in Amazon in 1997, How Much Would You Have Now?
No firm can be a service leader without empowerment. Empowerment means you have to bend rules and policies in favor of the customer. In my book, Empowerment: A Way of Life, I said everyone’s single, most important task every day is to have over happy customers. If you have over happy customers your competition is screwed… … Read moreWhy is Empowerment So Difficult to Use?
The verb form of bellyache is what I am referring to. It is to complain or bellyachabout simple matters that are not taken care of for the customer. It’s simply asking for a solution to a mishap or bad service. I know, as a business person you can see them coming from a mile away. … Read moreThe Beauty of Bellyachers
Very few firms understand the cost of employee turnover and damage it can do to their brand. Take a look at how your company values people from the front door to the corporate level. The mind set is pretty simple…the less you pay them the easier they are to replace. Not true! Employees at the … Read moreWhat Causes Employee Turnover?
The Religion of Empowerment at Disney I have such a passion for taking any company and introducing them to the power of delivering awesome customer service. It’s the focus of every one of my books. I have been passionate about it and continue to preach on the subject. It is my guide to delivering exemplary … Read moreThe Religion of Empowerment at Disney
Successful people are obsessed with learning. They out-learn everyone around them. They’re voracious readers. Warren Buffet, Bill Gates, Mahatma Gandhi, and Disney CEO Bob Iger read and learn. They finish newspapers, books, audio books, journals, and magazines like Harvard Business Review, Inc, or Forbes while their not-so-committed peers waste their time on worthless entertainment. I … Read moreOut-Learn Your Competition