Our Managing Director is an official licensee of LMI for the UK
and Caribbean region. For over 30 years, LMI has been
improving businesses, helping organizations develop the
talents and abilities of their key employees, and increasing
productivity and corporate profits. At LMI, we believe people are an organization's
greatest resource.
Our philosophy is based upon the premise that men and women have an unlimited potential
to make of themselves and their organizations whatever they choose. With materials
in 23 different languages and representatives in over 60 countries, LMI is helping
organizations around the world improve their performance and increase their productivity.
LMI has the people, process, and tools to help organizations of any size, anywhere,
be more competitive in a global marketplace. LMI was founded by
Paul J Meyer in
1966, find out more about this outstanding man.
 Service Quality Institute is the global leader in customer service. The founder
and president is John Tschohl.
"Time" magazine calls John the "customer service
guru". Tschohl founded the company in 1972 focusing on increasing the performance
of the work force. In 1979, long before quality and customer service became a hot
topic, John Tschohl developed the world's first customer service training program.
The firm started with one program, three audiotapes, a user-friendly leader guide
and a 128 page participant book. Service Quality Institute is in its 30th year of
business. For the last 22 years we have focused solely on helping organizations
keep customers, build market share and improve the performance of the entire work
force so they develop a culture of delivering superior customer service. Our customer
service training programs are in many versions and 11 languages. We have 21 customer
service books, training programs, idea campaigns, and selection tests in Spanish.
Over 60% of our customer service business is international. We have distributors,
consultants and licensees in 40 countries and are expanding rapidly in every part
of the world. The company is still led by John Tschohl, find out more about this
leader in the field of quality service.
During the 1990’s, upgraded customer care became an accepted
marketing strategy for improving brand loyalty. Companies
realized that it costs much less to retain customers than to win
conquest sales. Today, billions of dollars are invested each year
in a diverse array of customer care initiatives.
The founders of
Customer Care Measurement & Consulting
(CCMC) were responsible for much of the seminal research that led to such widespread acceptance of
customer care as a marketing
strategy. Further research, however, has found that customer care can be a double-edged sword.
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Done right, it can produce a significant positive ROI. Done wrong, it can be a costly way of
losing brand loyalty.
The products and services offered by CCMC are designed to provide companies with the tools to
identify those programs that will produce the highest ROI:
-
Baseline surveys and tracking programs using a “full service” suite of methodologies
- Customized on line/web-based surveys
- Direct mail surveys
- Telephone interview surveys
- Focus groups/one-to-one interviews
-
Consulting assistance to CCMC clients partnered with outsourcers
- Due diligence/selection/contract negotiations
- Diagnostic assessment of operation/practices
- Baseline customer satisfaction/brand loyalty surveys
- Ongoing customer satisfaction/brand loyalty tracking programs
- Benchmarking assessments of customer contact centers vs. best practices
- Customized customer care training programs
- Customized market research studies
- Evaluation/design of Voice of the Customer programs
Based in Tennessee, USA, Action Knowledge LLC
is a major designer, publisher and deliverer of assessment solutions, offering
a customized range of secure and streamlined web-based 360 degree feedback systems
for leaders to easily collect performance related feedback from multiple sources,
such as supervisor, colleagues and direct reports.
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