The marketplace today demands speed. Apple with its iPhones and iPads, has apps downloaded every millisecond. Eric Schmidt and Jonathan Rosenberg of Google in their book, How Google Works say "The pace of change is accelerating."
I'd like to talk about customer service strategy for the transportation industry. If there's an industry where it's more difficult, more fragile, more things can go wrong, it's probably the transportation industry. There's a variety of things I talk about in terms of how do we create this incredible customer experience?
This is the 5th anniversary of Metro Bank in London. The results after 5 years are incredible, proving that customer service is worth its weight in gold in every country in the world. Click here to read more about how Metro Bank is built around customer service.
In my last entry, I looked at investments I made in nine distinct companies more than a decade ago and analyzed the returns on those investments based on each companyâ€™s customer service record. When all was said and done, it was clear that the companies that maintained exceptional cultures of customer service yielded far better investment returns than those that did not.
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 CEOâ€™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%. Take a look:
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