Ron Kaufman
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".
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...
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...