Ron Kaufman

What are the 9 Behaviors of Truly Loyal Customers?

There is a big difference between customer satisfaction and customer loyalty. Customer satisfaction is always an opinion, assessment, snapshot. It’s the answer to the question,...

“The Seven Rules of Service Leadership” – Live Workshop Keynote

In my experience working with leaders of many of the world’s outstanding service organizations, I have discovered seven essential rules these leaders always follow. Some...

Your Service Vision Has Got To Be ENGAGING! (Part Two)

An Engaging Service Vision is captivating, motivating, challenging, and uplifting. Creating your Engaging Service Vision is an essential step in building a service culture that...

Five Major Mistakes to Avoid in 2014

2014 will bring changes, opportunities and dangers for your business. Industries are collapsing, careers are converging, and work is migrating or disappearing altogether. Each...

Your Service Vision Has Got To Be ENGAGING!

Your Service Vision Has Got To Be ENGAGING! An Engaging Service Vision energizes everyone to focus and fulfill a powerful promise of service. A boring...

Take a Service Action that Starts a Chain Reaction

As service providers, we go to work each day and think about the customers and colleagues we serve. We listen, ask questions, and try...

LUX* Introduces New “Shining” Service Personality Standards

With special thanks to Marie-Laure Ah-You, Chief Strategy Officer, LUX* Resorts How do you turn a passion for "shining service" into measurable performance standards? How...

Service Creativity in a Coffee Cup

The customer service superstars at LUX* Cafe in Maldives have done it again! Check out these amazing cappuccino foam creations. The cup above was created...

Growing Your Business with Service Recovery

No one has a perfect record when it comes to delivering service. You will have unhappy customers, and you will receive complaints. With social...

No One Ever Hung A Suggestion Box Hoping It Would Be Ignored

Keep Your Service Improvement Process Fresh and Flowing Voice of the Customer will help you hear what your customers and colleagues want. Service Measures and...

How to Attract and Recruit the Right Service Talent

There is a time-tested maxim: what you think about expands in life, and what you focus on becomes clearer. What you see and say...

Everyone Can Do Service Benchmarking

Traditional business benchmarking is a high-level activity with careful target selection, substantial pre-visit planning, and a rigorous process of post-visit evaluation and implementation. You...

Benchmarking Can Be Easy

Traditional business benchmarking is a high-level activity with careful target selection, substantial pre-visit planning, and a rigorous process of post-visit evaluation and implementation. You...

First Choose Your Target, Then Fire at the Bull’s-Eye

One of my clients launched a vigorous service improvement program to create greater value for external customers. Hundreds of classes were conducted for thousands...

Don’t Just Collect Data; Create Value

Service Measures and Metrics are a valuable building block for service improvement. But to build a service culture, the methodology of these metrics must be...

Leading from All Levels in Your Organization

If your company is going to pursue building an uplifting service culture, leadership must initiate and support the process. But service leadership must be...

Help Your Leaders Lead

Deep inside an enormous software company, a team of passionately committed individuals works day and night to improve their customers' and partners' experiences. These...

Can You Really Overhaul a Nation’s Customer Service Culture? Part Two

Click here to read Part One of this blog post Here's how nations and large organizations can engineer an Uplifting Service culture: Stay covered with great...

Can You Really Overhaul a Nation’s Customer Service Culture?

In a harsh global economy, great service is the price of admission. Companies whose cultures aren't built around the ability and the willingness—no, the...

Is Your Company Naughty or Nice? Get Customer Service Tips for this Holiday Season...

Click here to read Part One of this blog post To Get Stuck on the Naughty List: Specialize in the run-around. Doing business with a company...

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