Building a Service Culture

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:

Costco: Continuing to Invest in Customer Satisfaction

Costco: Continuing to invest in Customer SatisfactionIn my last entry, I compared the customer service strategies and standards of two wholesale retail giants – Sam’s Club and Costco. When all was said and done, thanks to Costco’s remarkable attention to detail, extensive market research, and clearly-defined target market, the Washington-based retail chain came out on top.

Costco vs. Sam’s Club, who has the edge?

So many articles have been written on shopping at a warehouse or wholesale club like Sam’s Club and Costco. An article I recently read was written in 2012 and it asked why in the world would anyone shop at a place where they never advertise, have no signs in its aisles, don’t bag what you purchase and charges you a fee just to walk in the door?


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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?