Month: January 2016

Watch “Customer Service Recovery Strategy for Banks” on YouTube Hi, I’m John Tschohl. I’d like to talk about how we can implement a service strategy built around service recovery for your bank. Every day bad things happen. Things go wrong. Customers defect. There’re hundreds of banks. There’re lots of different options of where people can … Read more

Watch Customer Service Strategy for Airports on YouTube here Hi, I’m John Tschohl.I’d like to talk about how we can use what I call the customer service strategy for airports. I fly a lot. I’m in airports every week all over the world. In some, I have a very great customer experience. In some, I just … Read more

Watch Customer Service Strategy for Banks on YouTube here Hi. I’m John Tschohl. I’d like to talk about how you can use customer service strategies in your bank to build more market share, to increase deposits, to increase loans, to increase your assets, to eliminate and reduce customer complaints. Whether you have 40 employees or 400 … Read more

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.”   Firms are born and die faster. Ideas move around the world more quickly.    Amazon is building a company that excels at … Read more

Watch Customer Service Strategy for Transportation Industry Hi, I’m John Tschohl. 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 … Read more