Ron Kaufman

Making Melbourne a Better City by Connecting People with “The Government You Can Touch”

Ron Kaufman with Colin Fairweather and Daniela Mazzone at DreamforceThe City of Melbourne, Australia is ranked as one of the most liveable in the world. This award-winning lifestyle is fueled by a delightful blend of friendly people, global culture, an...

The Growing Value of Ethical Values at Salesforce

[embedded content]I was recently a guest at Dreamforce, the annual gathering of Salesforce customers, partners, and employees in San Francisco. It’s what they call their “Ohana”, a Hawaiian term for extended family. There were thousands of presentation...

What is the responsibility of business in The Fourth Humanitarian Revolution?

Revolutions change what is possible and how we live together. We live today in The Fourth Industrial Revolution; the historic transformation of power from steam, to electricity, to computers, to the global convergence of data, devices, access, and ana...

Discover how Globe Telecom has built an extraordinary culture of Service Excellence

[embedded content]Discover how Globe Telecom has built an extraordinary culture of Service Excellence on a brilliant platform of Vision, Mission, Purpose, Values, and “The Circle of Happiness”. What Globe has done here is unique, building a culture as ...

7 Top Trends from 2018 Smarter Services Symposium

Service Council’s 2018 Smarter Services Symposium was held in Chicago with 250 delegates representing 100+ service organizations all gathering under the theme: “Service is Humanity”. Topics included disruptive technology, uberization of the workforce,...

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 Commercial and Consumer Markets at IBX. Listen for Brian’s reply to Ron Kaufman’s question about shaping to the healthcare ecosystem today,...

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 grows between you and the other party. In fact, this may be the only way human beings can build 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: to deliver service excellence, and to create a sustainable service culture. Time and time again, I’ll ask leaders, “What does service...

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 that the April issue of Harvard Business Review picked up our ideas and published a short piece in the Idea...

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 see our bank tellers on video and observe them serving our customers. Should we set smiling as service standard? Is...

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. But we have experimented with many approaches for the past 20 years, and we have discovered a small number of...

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 what is the first thing you can measure to see if your service culture is getting stronger? Higher profits? No....

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 know more about health, disease, treatments, and wellness than ever before. An unprecedented surge of medical information is available online....

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 still employed with you after just one year?) I am going to take you on a bus tour called ‘Service Orientation...

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 cash. But this world is rapidly changing, if not already gone. The industry is being radically disrupted by services that…

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 North American Service organization wanted to create buzz and momentum for their implementation of UP! Your Service (UYS) education. On...

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 delivering great service is only half the battle. You’ll also need to find ways to help your employees sustain their...

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 levels. Meanwhile, upgrading service means doing more than before, which causes productivity declines. These views may be common sense, but they...

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