Ron Kaufman

New Insights on “State of the Connected Customer” Worldwide

 A unique report was recently released by Salesforce Research titled “State of the Connected Customer, 2nd edition”. This is an important publication with insights from 6,700 consumers and business buyers on the intersection of customer experience, us...

The Six Disruptors of Customer Experience

[embedded content]UP! Your Service is a global education and consulting company. We help leaders and companies all over the world achieve two primary outcomes: First, improve your customer’s experience – to help you attract customers, keep customers, g...

Oracle CX Factor includes Ron Kaufman’s Questions for Senior Leaders at IBX and Clorox

Independence Blue Cross shapes Healthcare for the Future How does Independence Blue Cross shape customer experience? By exceeding consumer expectations says Brian Lobley, President of...

Are you building powerful partnerships where you work?

Previously, we described how Amazon builds powerful partnerships. How can you do the same? Each time you explore, agree, deliver and assure, the possibility for trust...

Fundamental Service Principles Create a Common Service Language

I’ve seen many organizations invest years and spend a lot of money on service training for their employees. The intention is always the same:...

Harvard Business Review on Revolutionizing Customer Service

  The team at UP! Your Service have been working with our clients and Professor Jochen Wirtz for many years and are happy to report...

Is Smiling a Good KPI?

“Is smiling a good KPI?” The Chief Strategy Officer of a leading bank leaned forward, lowered her voice, and asked me this sincerely. “We can...

Engineering a Service Revolution: How to Build a Strong Service Culture – Fast!

Four Rules for Engineering a Service Revolution Improving service quality in a large organization can be difficult – and it can take a long time....

Measure the Leading Indicators of a Stronger Service Culture

Building a strong and sustainable service culture takes time. But leaders often want to know much earlier if their efforts and investments are working. So...

Revolutionizing Service Culture in the Healthcare Industry

What’s happening in the industry? In recent years the healthcare industry has undergone – and continues to undergo—massive changes. Treatment options have grown rapidly. Patients...

Service Staff Orientation Programs: Get the wrong people OFF the bus, and keep the...

Are you happy with your current new employee orientation program? Are your new employees truly inspired by the program? (How many of them are...

Transforming Service in the Telecom Industry: Why It’s Needed and How to Make It...

What’s happening in the industry? Telecommunications companies used to be cash cows: massive, often government-linked monopolies that provided essential connectivity services and reliably churned out...

This Simple Strategy Will Uplift Your Service Education

Steris is a global leader in infection prevention and surgical technologies based in the US and serving clients around the world. Leaders of the...

Make ’Em Say Wow: Tips for Building a Strong Service Team—Part Two

In Part One, I explained how you can make it easier for your employees to provide great service to your customers or clients. But...

How to Increase Productivity and Improve Service Simultaneously (and Easily)

Many people think of improving service and improving productivity as diametrically opposing objectives. Increasing productivity means doing more with less, which means reducing service...

Make ’Em Say Wow: Tips for Building a Strong Service Team — Part One

In this two-part blog series, I’ll provide tips on how you can strengthen your service team. Here, in Part I, we’ll take a look at...

4 Rules for Getting It Wrong – and Getting It Right – in Building...

(Read Part One here) Rule 3: Don’t take small steps. Instead, go big and go fast to create a groundswell of support for a service...

4 Rules for Getting It Wrong – and Getting It Right – in Building...

Building a superior and sustainable service culture is a vital and complex project that can deliver positive social consequences and lasting commercial results. Many...

Are You Hiring People with the Right Service Mindset?

Download the UP! Your Service Guide to Interviewing for Service Excellence – with 25 Revealing Interview Questions. Hiring a new person into your organization, or...

Human Resources: Take the Next Step Up and Serve the Customer

Traditionally, Human Resources has been considered an internal function whose role is attracting, developing, retaining, rewarding, and generally serving employees. This traditional view prevents...

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