The Six Levels of Customer Service

This article was first published in Bloomberg Businessweek. (Copyright, Ron Kaufman) Last month I met a client in Indonesia. We went to lunch at a nearby mall where music poured into the … Read More

Customer Service: Do It from the Inside Out

This article was first published in Bloomberg Businessweek. (Copyright, Ron Kaufman) The sun beat down on the back of my neck. It was a scorching heat most people in Brazil have learned … Read More

Service: The One Thing You Didn’t Learn

This article was first published in Bloomberg Businessweek. (Copyright, Ron Kaufman) My mother taught me not to place my elbows on the dinner table. My third-grade teacher taught me multiplication tables. A … Read More

Devising a Service-Recovery Strategy

This article was first published in Bloomberg Businessweek. (Copyright, Ron Kaufman) You’re on the edge of your seat. You don’t know what’s going to happen next. Your fingers crossed, the anticipation is … Read More

Five Keys to Creating an Uplifting Service Culture

This article was first published in Bloomberg Businessweek. (Copyright, Ron Kaufman) Recently I was walking through a distribution warehouse to meet a client. Hanging on the wall were safety posters instructing employees … Read More

Singapore: It’s the Caring, Not the Caning

This article was first published in Bloomberg Businessweek. (Copyright, Ron Kaufman) Singapore is not known for being soft. On crime, drugs, graffiti, and corruption, the country is world-renowned for its tough stance, … Read More

Top 10 Signs Your Service Disappoints

This article was first published in Bloomberg Businessweek. (Copyright, Ron Kaufman) Many executives I meet with simply can’t see the writing on the wall, assuming because they haven’t heard many complaints about … Read More

Winning Via Strangeness

This article was first published in Bloomberg Businessweek. (Copyright, Ron Kaufman) Birth is a miracle. A new life enters the world, and everyone coos. Youth then offers a blessing of discovery—where every … Read More

Four Steps to a Timeless Business Strategy

This article was first published in Bloomberg Businessweek. (Copyright, Ron Kaufman) Sit back and relax. Go ahead and loosen your necktie a bit, but don’t throw it away. It’s not going anywhere. … Read More

Nobody Asked for Butterflies

This article was first published on Bloomberg Businessweek. (Copyright, Ron Kaufman) There you are, wandering through life, when suddenly someone does something unexpected for you. Instantly your heart thumps. Your face becomes … Read More