Ron Kaufman

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

Generally, companies try to stay on their best behavior all year long by applying these Customer Service Tips. But during this holiday season—with decked...

Why Your Customer Service Revolution Has to be Fast and Furious – Part Two

Click here to read Part One of this series… 1. Don't start only with customer-facing teams. Starting your service transformation with customer-facing team members might...

Why Your Customer Service Revolution Has to be Fast and Furious – Part One

You know you've got unhappy customers so you've decided it's time to do a complete service overhaul. You've spent hours with your C-level executives...

The 12 Building Blocks of Uplifting Service Culture – Part Two of Two

Read the first part of this blog post here. 7. Voice of the Customer. Key drivers of satisfaction at Microsoft include product quality, value for...

Say What? Five Quick Scripts for Responding to Customer Complaints

The last thing a customer with a complaint wants to hear you say is: "You're wrong." What they want to hear is that you...

Inside Job: Why Dealing with “Difficult” Colleagues Will Lead to Happier Customers

Too often, organizations promise satisfaction to external customers and then allow internal politics to frustrate their employees' good intentions to deliver. It's important to...

Airport Avatar Enters Brave New World of Customer Service

Travelers coming through the New York City area's three airports—La Guardia, JFK, and Newark—might soon feel the need to double check that they aren't...

The Power of Please & Thank You: Seven Ways to Be a Better Customer–and...

You start your morning running late and sprint into your local coffee shop for your morning cup of joe. As you breathlessly place your...

Train in Vain: Why is Your Customer Service Training Not Working?

In an age when a customer's unhappy experience with a company can go viral mere minutes after it occurred—and when customers regularly take to...

Seven Ways to Take Advantage of the Social Power of Your Satisfied (and Not-So-Satisfied)...

Today, we tweet about the latest books we've read. We let our friends know where we're eating lunch via Facebook. We Instagram pictures of...

Banking on Service: Seven Ways the Troubled Banking Industry Can Turn Itself Around

Recent news of JP Morgan Chase's $2 billion trading disaster provided yet another nail in the coffin of the banking industry's reputation. For many,...

The Death of Customer Satisfaction

Every day, a quarter of the world's population connects via Nokia Siemens Networks infrastructure, products, and solutions. The company serves telecommunications providers and partners...

A Challenge to Recognize Great Service

It was a busy intersection. My taxi was stopped at the light. Pedestrians walked in front us. Look to the left. I saw a young...

Want better service? Be a better customer!

When you give a great service, customers appreciate you more. When you give bad service, customers can be a pain in the neck. The...

What matters more? What you do, or how they feel?

"See the world from your customers' point of view" is a catchy and familiar phrase, but not always easy to accomplish. The world view...

Make the Shift from ‘Me’ To ‘We’

The most listened-to radio station in the world is WIIFM, which stands for "What's in it for me?" Some people throw this question like...

Think you know your customers? Think again!

Many people say they know who their customers are. But an alarming number, especially in the B2B world, have only a shallow clue. Ask yourself...

How Singapore is meeting a national service challenge

Singapore is a unique and extraordinary island. The country has no natural resources other than its people and location. It takes less than an...

A timely lesson from Southwest Airlines. Do your employees see “The BIG Picture”, too?

Another company consistently in the news for providing great service, besides Amazon.com, is Southwest Airlines. Their inspirational hero pilot story made headlines across the globe...

Are you building powerful partnerships where you work?

In the last blog post, we described how Amazon builds powerful partnerships. How can you do the same? Each time you explore, agree, deliver and...

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