Ron Kaufman
Ron Kaufman is the world's leading educator and motivator for uplifting customer service and building service cultures. Ron created UP! Your Service to help organizations gain a sustainable advantage by building uplifting service cultures. He is author of the New York Times bestseller "UPLIFTING SERVICE: The Proven Path to Delighting Your Customers, Colleagues, and Everyone Else You Meet".
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...
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...
In our work with organizations all over the world, we encounter six signs of substandard service culture. Each of these signs can defeat the...
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,...
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...
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...
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! An Engaging Service Vision energizes everyone to focus and fulfill a powerful promise of service. A boring...
As service providers, we go to work each day and think about the customers and colleagues we serve. We listen, ask questions, and try...
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...
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...
No one has a perfect record when it comes to delivering service. You will have unhappy customers, and you will receive complaints. With social...
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...
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...
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...
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...
One of my clients launched a vigorous service improvement program to create greater value for external customers. Hundreds of classes were conducted for thousands...
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...
If your company is going to pursue building an uplifting service culture, leadership must initiate and support the process. But service leadership must be...
Deep inside an enormous software company, a team of passionately committed individuals works day and night to improve their customers' and partners' experiences. These...