Ron Kaufman

Amazon does not deliver customer service, they build powerful partnerships.

Yet another customer satisfaction survey has rated Amazon as #1 among all online retailers. Amazon's customer service has always been recognized and applauded as world-class.This is remarkable, especially since it is a purely online retailer. Amazon has hardly any 'human' interactions – often considered crucial...

2011: A Year of Uplifting Service

Dear Readers, Friends and Colleagues, As we leave 2010 behind and move into a new year shining with promise, I ponder how to make this the best year yet. I believe the key is an unwavering dedication to uplifting service toward others: in relationships, in...

Benchmarking Inside and Out

Benchmarking means comparing yourself with – and learning from – the very best in any field or endeavor. We recommend you benchmark service leaders from your own industry and other industries as well. What do you want to do better? What do they do exceptionally...

Why leadership is critical to building an uplifting service culture

Many CEOs and senior leaders have risen to the top as experts in their industries or as specialists in technical competencies – not as experts in building a strong and sustaining service culture. This often results in initiatives to improve service being considered a...

The ultimate value dimension

The ultimate in UP! Your Service is giving each customer what they want, exactly when and how they want it. This special level of one-to-one service matches every customer value dimension and features these seven characteristics: 1. You treat each customer as a unique individual,...

11 steps towards a culture for service recovery

Leading organizations in many industries have sharpened service recovery into a potent competitive edge. They understand the power of effective recovery as a customer retaining and employee engaging technique. To build a powerful culture of service recovery in your organization, focus on these key areas:…

Does your organizational structure work?

The right organizational structure facilitates superior service, sharing of views, rapid decisions, flexible execution and quick responses to unexpected opportunities or problems. 'Chain of command' may be good for a marching army, but it has real limitations for creating new service value in a dynamic...

Focusing with service improvement focus groups

Focus groups require planning and expertise but they can be a gold-mine of valuable service improvement ideas, insights and suggestions. Bring together a group of selected customers for a sincere, open-ended conversation. Set them at ease and get them talking about the service they like,…

13 Questions to consider before you start a culture change program

Why do we want to change our culture? What do we want that we currently do not have? What do we currently have that we definitely want to change? How will we know we have succeeded? What will we see and hear that is...

How to craft a unique and powerful service vision?

Your service vision should be unique and powerful. Customers should hear it and say, "Yes! This is who you are." Employees should read it and say, "Yes! This is who we want to be." Organizations often have written statements declaring their commitment to superior service....

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