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John Tschohl Amazon delivers the best customer service in the world. Everyone should benchmark themselves against Amazon if they want to become customer-centric. I would encourage you to read these 14 Amazon Leadership Principles and learn from the best. Colin Baker from Leadership Staff expanded on the 14 principles. Last year Amazon had sales of $514 billion. … Read more
3 Core Ways to Grow Your Business Borrow $10-20 million for capital renovation. I am sure your local bank has very low-interest rates and would love to borrow you unlimited money. Spend $50,000 -100,000 a month on advertising and marketing. There are probably 1000 different places that offer advertising options that all would love your … Read more
Delivering awesome customer service involves 9 principles. Customer service is not complicated. It is the execution of some fundamentals that make a huge difference. It must start at the top and involve every employee. Remember that 99% of customer contact with your employees is with your front-line employees. Relentless Strategy Focus on strategy. You must … Read more
Customer service sucks. It is worse today than in 1979 when I decided to do something about customer service and developed the world’s first customer service program, Feelings which was released in January 1980. Today my son, Matthew, who is in Minneapolis for 4 days with his family, wanted to go to Wally’s in Bloomington, … Read more
I have attached my highlighted copy of Amazon’s 2022 Annual Report. If you only read the yellow highlights, it will take about 5 -7 minutes. Amazon is Relentless in its focus on customer service. The letter from Andy Jassy, President and Chief Executive Officer, is really worth reading. He joined Amazon in 1997 when they … Read more
I am working with the government in Zambia to help them become the most customer-centric and most powerful economic power in Africa by focusing on a Service Strategy. I was invited to Zambia by Friday Nyambe, Director General, Office of the President, Republic of Zambia to Zambia. Dr. Oliver Kalabo, Office of the President, Cabinet … Read more
Empowerment is critical to any organization that wants to be a Service Leader. It is the most difficult skill to teach and get employees to use. Empowerment means all employees have to make fast decisions on the spot in favor of the customer. The fear is that an employee may give away the store. The … Read more
Every year I highlight Northeast Delta Dental. This is an insurance company based in New Hampshire, Maine and Vermont (Every 4 years, anyone running for U.S. President spends a lot of time there). I have been working with Tom Raffio, President of Northeast Delta Dental, since March 1990. That is 33 years. Tom implemented The … Read more
There are so many financial benefits to creating a real service culture. You dramatically increase the value of the business. Significantly more than any competitor. Sales will be light years ahead of your competition. Market share will have a dramatic increase. With COVID finally going into hiding it is time for organizations to dramatically improve … Read more
I was in Ethiopia for 6 days in November doing service strategy seminars for the Ethiopian Airlines leadership team, key employees and the executive team. They want all their employees to be Customers Oriented, Not Task Oriented. About 2,500 employees attended my seminars in their 500-seat auditorium. We then trained 50 selected leaders to facilitate … Read more
