John Tschohl of the Service Quality Institute writes that when you use technology and add a personal touch, you will have a winning combination. The purpose of technology for businesses is to improve the customer experience, to make it easy for customers to do business with you. Ninety-eight percent of companies, however, do the opposite. […]
John Tschohl of the Service Quality Institute writes that there are several things that annoy customers, including not being understood, not being valued, not getting their money’s worth, and not being believed. When they have a complaint about a service or product, they want a satisfactory resolution. When a customer comes in to register a […]
According to Barron, unlike a fleeting print advert or social media campaign, branded merch has longevity for many months, and if selected thoughtfully, plays a functional role in the lives of recipients too. Is your promotions strategy still fit for a changing market, tough economy and environmental, social, and governance (ESG) considerations? Even in the […]
John Tschohl of the Service Quality Institute discusses what it takes to write a ‘relentless’ customer service plan. One of the major weaknesses of most organisations is top management’s lack of a service strategy. They fail to realise the strategic opportunity on how to use superior service as a vehicle to build market share and market […]
According to John Tschohl from the Service Quality Institute, most executives and managers are afraid to empower their employees. They don’t trust employees, and they don’t trust customers. They think employees will ‘give away the store,’ and they think customers will take advantage of employees who are empowered. Most employees are also afraid of empowerment. […]
John Tschohl of the Service Quality Institute discusses leadership using four people who went through personal and financial difficulties but kept on looking forward to accomplishing their goals and making a difference. Their financial status is in the billions for each of them but, their goal was to ‘make a difference’ in people’s lives. Oracle […]
President and founder of the Service Quality Institute John Tschohl says even the most successful companies are in constant competition for business. What sets them apart often boils down to one factor: outstanding customer service. This article appears in Sign Africa Journal. Most firms in the world believe they provide awesome service. They are addicted […]
