CA Technologies White Paper
CA Technologies is one of the world's largest IT management software providers. They help companies simplify and solve their most challenging IT problems in order to accelerate innovation.
This White Paper explores how Super Service helped CA Technologies meet their customers’ growing expectations for an exceptional experience.
Super Service began as a book written by MJ Learning and published by McGraw-Hill. CA Technologies purchased over 6,000 copies for their employees. Then they contracted MJ Learning to facilitate over 200 Super Service workshops to their staff.
To assure buy-in from top down, MJ Learning kicked off Super Service by providing an executive overview to the directors. They then provided the Super Service skills and tools to over 6,000 employees.
A. O. Smith Whitepaper
A. O. Smith Corporation is a global leader applying innovative technology and energy-efficient solutions to products marketed worldwide. It is the largest manufacturer of water heaters in North America.
MJ Learning delivered Super Service to over 230 employees so they could become more productive and customer focused. They also trained all their managers to deliver Super Service to other teams and new employees. Managers were also provided with a Super Service Managers Toolkit – a 12-month fortification tool which enables managers to continue teaching the tools and skills provided in Super Service.
Download the AO Smith White Paper.
Devry White Paper
This White Paper shows how DeVry University achieved their four main objectives using Super Service based on McGraw-Hill & MJ Learning’s book Super Service 2nd edition:
- Create profitable loyals: customers who are loyal in attitude, action, and also profitable.
- Build a culture of excellence in customer service.
- Train managers and professors to teach Super Service to employees.
- Ensure continuous follow-up training of Super Service.
Research states that 20% of a company’s customers are profitable. Sixty percent are break-even, and twenty percent are unprofitable. The goal then is to increase the percentage of profitable loyals. But, how does a company do that?