John Tschohl of the Service Quality Institute outlines six steps to creating a service culture, and discusses five critical elements for excellent service. Most companies think they are in manufacturing and retail, but remember that you are in the service business. It is a paradigm switch. Amazon is successful because it understands it is a […]
Why is loyalty so important? According to global management consulting firm, Bain and Co., repeat customers spend 67% more than new customers. This is due to both larger transactions and more frequent shopping. Even a 5% increase in retention can lead to a rise in profits of as much as 25-100%. John Tschohl of the Service […]
John Tschohl of the Service Quality Institute discusses the best principles and practices instrumental to outstanding customer service. These include commitment, speed and delivery. Only when a company knows exactly what kind of service its customers expect, delivers on those expectations 100 percent of the time, at a price that customers are willing to pay, […]
