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 … Read More

Everyone Can Do Service Benchmarking

Traditional business benchmarking is a high-level activity with careful target selection, substantial pre-visit planning, and a rigorous process of post-visit evaluation and implementation. You can do this, too. But don’t let a thorough and … Read More

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

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

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

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