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...

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...

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...

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...

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...

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...

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'...

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...

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...

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...

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