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, looking back in time, “Are you happy with what we have done for you?” Have we met your expectations? Have...

“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 leverage the power of one rule more than another, and you may do the same. But each of these rules...

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 deserves senior leadership attention. When John F. Kennedy set the goal of “landing a man on the moon and returning him...

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 of us must orient ourselves in a world of constant disorientation, and find new ways to create value and provide...

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 service vision puts people to sleep. An Engaging Service Vision wakes people up, turns people on, and poses a possibility...

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 to understand. Then we take action to answer questions, solve problems, and satisfy needs. When we succeed the result is a...

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 do you translate a vision like "We Make Each Moment Matter" and a purpose like "Helping People Celebrate Life" into...

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 to help a European suitor surprise and convince the love of his life to become much more in his life....

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 networking, viral videos, and bad news traveling fast, one angry customer can leave a lasting stain on your reputation. Your...

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 Metrics will help you track what they need. Service Improvement Process—ensures you will create and deliver both. Service Improvement Process,…

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 repeatedly will shape the way you live today and who you will become tomorrow. You can apply this principle when recruiting...

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 can do this, too. But don't let a thorough and detailed approach stop you from encouraging a much simpler version...

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 can do this, too. But don't let a thorough and detailed approach stop you from encouraging a much simpler version...

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 of Service Champions around the world. The business objectives were clear: reclaim market share and rebuild a slipping reputation. Bounce...

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 uplifting for those you query and for the members of your team. Service Measures and Metrics are a valuable building…

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 extended and ultimately embraced at all levels of the organization. Let's take a closer look at how to lead from...

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 committed service heroes know that satisfaction is not enough to retain loyalty and gain market share. They want more than...

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 leadership. True service leadership is not a demand for better performance pointed at the frontline service department. It's not…

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 eagerness—to delight the customer won't survive. You know this. And if you're a leader at global enterprise, no doubt you've...

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 should be a choice, not a chore. But unfortunately, many companies make receiving service very difficult for their customers.…

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