Make the Shift from ‘Me’ To ‘We’

The most listened-to radio station in the world is WIIFM, which stands for “What’s in it for me?” Some people throw this question like a trump card: answer with enough for me … Read More

The Death of Customer Satisfaction

Every day, a quarter of the world’s population connects via Nokia Siemens Networks infrastructure, products, and solutions. The company serves telecommunications providers and partners in every corner of the globe with more … Read More

Leading from All Levels in Your Organization

If your company is going to pursue building an uplifting service culture, leadership must initiate and support the process. But service leadership must be extended and ultimately embraced at all levels of … Read More

Growing Your Business with Service Recovery

No one has a perfect record when it comes to delivering service. You will have unhappy customers, and you will receive complaints. With social networking, viral videos, and bad news traveling fast, … 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

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