The Power of Speed

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."

Customer Service Strategy for Transportation Industry

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?

Amazing Results - Metro Bank 5th Anniversary July 29, 2015

undefinedThis 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.

Increase Your Revenue With a Strong Service Culture

Revenue GrowthIn 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 company’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.

Service Leaders Have Higher Value

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 CEO’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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The Foundation of Customer Service
Every one of these tenets is an essential part of high quality customer service. Can your company afford to lose business by missing even one of these basic traits? what's your return on service?


Bad customer service loses money.
Find out how much money your company has lost due to its poor customer service practices with our "Return On Service" calculator.  what's your return on service?