Ron Kaufman

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...

How to Charge Higher Prices and Grow Market Share in a Price Sensitive Market

Indian telecommunications is one of the most commoditized, competitive, and chaotic markets in the world. Hundreds of stores sell identical phones and tablets. Price...

From 2nd Class to World Class in 24 months: How Air Mauritius achieved the...

Two years ago the national airline of Mauritius was struggling with financial losses, poor customer service ratings, and low staff morale. A new CEO and...

Involve Your Internal Service Providers from the Very Beginning

Where is the right place to start a service improvement program inside your organization? The answer may seem obvious. You start with team members...

Launch from the Top Down and from the Bottom Up

When you build an uplifting service culture in a large organization, senior leaders must initiate the process. But ultimately all levels of leadership must...

Improving Service is a Journey that can be Engineered

Think of the companies in our world known for outstanding service. One thing is common across these organizations – founders and leaders who have...

Promote a Service Vision and a Common Language to Eliminate Culture Roadblocks

Disconnects can easily occur across departments, and between levels in a large organization. For example, managers may focus on service metrics, benchmark scores and...

In the World of Big Data, Old School Customer Service Never Goes Out of...

What does good customer service mean to you? Is it a restaurant owner who ushers you to your favorite table with a warm welcome?...

Empathy or Compassion. What’s the difference, and which should you apply?

A key leaning point in the UP! Your Service methodology is your ability to cultivate ongoing relationships when someone else is struggling by “exercising...

A Glossary of Terms for Customers and Service

This Glossary of Terms was helpfully crafted by Arti Gupta.Customer Advocacy Customer advocacy is a specialized form of customer service in which companies focus on...

Top Twelve Quotes from the 2014 Smarter Services Executive Symposium in Boston

This unique annual event was a deep dive into the world of services, service providers, and field service engineers. The depth of sharing was...

8 Edgy Quotes and Notes to Gain a Customer Experience Edge

The recent Customer Experience Conference in New York was one of the best I have attended, so far. The speakers and ideas presented were...

Delta Airlines Keeps Stepping UP!

Delta Air Lines is one of largest carriers in the world, with more than 80,000 employees, 250,000 passengers a day, and 5,000 daily flights...

Five Reasons Why Customer Service and Service Culture are Marketing Conversations

Mistaken marketing professionals believe customer service is an operational issue. They think marketing’s job is to bring customers to the company and customer service...

Why is Uplifting Service so important right now?

The purpose of customer service in the business world has changed. Service is no longer a “nice to have”. It has become an absolute commercial...

The Six Signs of a Second Rate Service Culture

In our work with organizations all over the world, we encounter six signs of substandard service culture. Each of these signs can defeat the...

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