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. […]
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 […]
According to John Tschohl, President and Founder of the Service Quality Institute, there are only a handful of firms that really provide awesome customer service. If this is true, why do most firms feel satisfied with just okay customer service? I simply do not understand why more companies don’t tip the scales in their favour […]
President and founder of the Service Quality Institute John Tschohl says you’re not going to succeed through manufacturing, distribution or information power — those have all been commoditised. If you want to succeed, roll up your sleeves and do the work of building your customer experience. Don’t become irrelevant to your customers, which is what will happen if you don’t [...]
