Author: John Tschohl

Delivering an Unmatched Customer Experience in the Digital Age

Creating highly engaged customers is forcing companies to provide their customers with a consistent experience whenever and wherever they need it….digitally. Did you know that highly engaged customers buy 90 percent more frequently, spend 60 percent more per purchase, and have...

Are you Worth More?

The US Bureau of Labor statistics found that companies with fewer than 100 employees gave only 12 minutes of manager training every six months. Organisations with 100-500 employees provided just six minutes. And if this holds true for managers, how much...

Fear of Failure

“One of the greatest discoveries a man makes, one of his great surprises, is to find he can do what he was afraid he couldn’t do.” —Henry Ford Are you afraid to fail? If so, your fear of failure is likely to...

Habits of Highly Successful People

To reach success, we have to strive for the best we can be in every aspect of our lives, including how we feel about ourselves, and how we treat others. One of the great things about America is that many of...

Writing a ‘Knock Your Socks Off’ Service Culture Plan

One of the major weaknesses of most organisations is the top management’s lack of a service strategy. They fail to realise the strategic opportunity of how to use superior service as a vehicle to build market share and dominance. Sam Walton, the...

Giving it Your Best Shot: Aiming for Success

“The only person you are destined to become is the person you decide to be.”  —Ralph Waldo Emerson I have trained trainers and employees all over the world and have taught them to believe in themselves and their abilities.  I have...

The Need for Speed

If you want to differentiate your company in the marketplace, then you need to show how you can dramatically deliver service and products faster than your competitors.  Amazon does it.  Apple does it.  Why don’t you? Recently, one of my employees...

Customer Service with Passion and Principles

In 1979, long before customer service came into vogue, I designed the world’s first customer service training program. I felt that if organizations would make their customers feel special, wanted, and appreciated, they would have loyal customers.  The way to...

In a Thriving Business, Customers Are Not Optional!

Modern consumers have grown up in a world of technology and innovation. They intuitively know how to define as well as expect exceptional customer service.  In a thriving business, keeping customers is not optional, it’s a requirement for businesses to...

Empowerment…Your Most Valuable Tool!

More and more companies are waking up to the fact that giving employees more power and responsibility can bring huge benefits for both the company and its workers. Employee empowerment may be the most underutilized tool in all of customer service. Give employees...