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What is Customer Experience?

There any many doors a customer enters, and many people the customer interfaces with, when one person screws up it impacts the entire customer experience. It first starts with Strategy. This is where most companies miss the mark. Many think they are in healthcare, retail, banking, insurance, government, etc. Very few realize they are in … Read more

November Service Recovery

Every organization makes mistakes. Things go wrong every day regardless of how good or committed you are. Service Recovery is how you salvage a problem when you are at fault or when you are perceived to be at fault and make the customer fall in love with you. To just say I am sorry is … Read more

Get Over Happy Customers with Empowerment

The backbone of great service is empowerment. My definition is for any employee to make a fast empowered decision on the spot in favor of the customer. No asking for approvals. No delays. No moving the request up the chain of command. I think most CEO’s believe their employees are empowered, The description of empowerment … Read more

Auto Insurance…The Need for Speed.

In 2017, Ping An, China’s second largest insurers and the biggest non-state-owned company by revenue, rolled out a “Superfast Onsite Investigation” system — enabling policy holders to submit claims by simply operating a smartphone app and answering a few questions. Fender Benders, even minor ones, used to mean interminable hassle for Chinese drivers. One could … Read more

The Power of Great Service – Chewy

Recently, Brook on my Leadership Management Team asked that I talk and write about this phenomenal company called…Chewy.  I am glad she did as again, here is a company that stands out, became very profitable, and is focused relentlessly on Great Customer Service. Following are just a few of the questions that I feel are … Read more

Customer Service Leaders Financial Returns

For over 30 years I have been reading the financial annual reports from Service Leaders. I find that some annual reports are full of smoke because they manipulate data and just dream about being a service leader. Authentic Service leaders, on the other hand, do a great job. I have highlighted key ideas so you … Read more

Customer Service Strategy Local Government

Watch Customer Service Strategy for Local Government on YouTube I’m John Tschohl. I’d like to talk about the service strategy for local government. I happen to live in Bloomington, Minnesota. I think it’s probably one of the most customer service driven cities in the world. If you want to improve the customer experience, if you … Read more