Creating Raving Fans. Created internal service training program that had their internal teams competing against being outsourced. The program was run for a decade after I left Blanchard and was responsible for creating the service culture at Charles Schwab. Worked with Chuck and his leadership team and cascaded the service principles for two years ourselves and then conducted train the trainers where we then developed self-reliance and then consulted on the recognition and consequence management system. Based on customer loyalty, cross ell up-sell and client growth.
Each one of these metrics improved each and every year and each and every quarter for 7 years straight when we worked intimately with Charles Schwab.