SWIFT in Singapore: “What is Service?”

Transcript of “What is Service?”, from a keynote speech by Ron Kaufman for the SWIFT Operational Forum Asia event in Singapore. We are in The Financial Services Industry. All of your organizations, … Read More

The Experience Economy

I have just dialed into a large (very large) retail organization to check on a pending order.  I am greeted by an interactive voice response (IVR) system. I only need an answer … Read More

Are your Company Communications Memorable?

One of the keys to Achieving Superior Service and building a service culture is leveraging the building block of “Service Communication”. Uplifting service providers seek to make each perception point a positive … Read More