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Harvard Business Review on Transforming Customer Service

The team at Uplifting Service have been working with our clients and Professor Jochen Wirtz for many years and are happy to report that the April issue of Harvard Business Review picked up our ideas and published a short piece in the Idea Watch section. In this post, we add insights for service leaders and practitioners who would like to know more.

Leading with Service during the COVID-19 Pandemic

As the Coronavirus spreads, it brings new and unique challenges to organizations in every industry in all parts of the world. People are working in a time of tremendous uncertainty and stress.

“How Good or Bad is the Service You Provide” by Ron Kaufman

Transcript of “How Good or Bad is the Service You Provide”, from a keynote speech by Ron Kaufman for the SWIFT Operational Forum Asia event in Singapore.

“What is Excellence?” Ron Kaufman on Excellence as Momentum, not a Position

Transcript of What is Excellence?”, from a keynote speech by Ron Kaufman for the SWIFT Operational Forum Asia event in Singapore.

Five Best Practices for Creating Unbelievable Customer Experiences (eBook: 13 pages, free download)

Your customers—whether B2B, B2C, or partners within your organization—have always been your focus. You create processes to make their experience smoother. You listen to their feedback about your product or service so you can better meet their needs. You know that you only have so many tries to get it right. The truth is, in many cases, you might only get one try: 66% of B2B and 52% of B2C customers stop buying after a single poor customer service interaction.

Building Internal Service Relationships and Employee Engagement: Challenge #3 of 5

Jeff Eilertsen offers service performance insights to address five essential service challenges every organization must successfully address. In this interview with Ron Kaufman, Jeff discusses the third challenge, Building Internal Service Relationships and Employee Engagement.

Shifting from Service Process to Customer Experience: Challenge #2 of 5

Jeff Eilertsen offers service performance insights to address five essential service challenges every organization must successfully address. In this interview with Ron Kaufman, Jeff discusses the second challenge, Shifting from Service Process to Customer Experience.

Uplifting Customer Service: A Job from the Inside Out

The immediate assumption when we talk about “improving customer service” is that we refer to the activities of customer-facing team members who directly “serve” our external customers, clients, buyers, suppliers, guests, users, attendees, diners, students, patients, etc.

And in fairness, most service education is indeed intended for those who “face” customers – improving the quality of service for those who pay for our services.

But seeing service improvement as mostly a frontline, customer-facing issue will not foster the development of an uplifting service culture where all employees embrace the goal of constantly adding value for others.

What is your responsibility in the “Fourth Humanitarian Revolution”?

Revolutions change what is possible and how we live together.

We live today in The Fourth Industrial Revolution; the historic transformation from steam power, to electricity, to computers, to the global convergence of data, devices, access, and analytics.

Creating Customer Journey Maps that Work

Many organizations are using customer journey mapping to understand and improve the experience of their customers. But the variety of terms used to describe journey maps can be confusing. And that makes the mapping process itself confusing, too.

Building a Service Culture: Interview with Ron Kaufman

Building a Service Culture, an interview with Ron Kaufman
This interview was first posted by our friends at the keynote speaker agency www.Speaking.com

Introduction to The 12 Building Blocks of Service Culture

The 12 Building Blocks of Service Culture shape the environment, experience, and enthusiasm of your team.

Introduction to The Seven Rules of Service Leadership

Leaders can’t just tell people to serve; every day they must show people how to serve and teach them why it’s so important. People at every level of an organization will only make a service vision come alive when their leaders are living it, too.

Introduction to the Ten UP Service Excellence Principles

Uplifting Service provides your team with the service excellence principles and workshops you need to continuously improve internal and external service performance.

How to Create Highly Effective Service Standards

Setting service standards is an approach commonly used to create consistent levels of service performance and enhance customer experience.  Yet this practice is often disappointing, …

4 Reasons Why Perception (vs. Process) Delivers Service Excellence

In a previous article, we explored the difference between Perception Points vs. Process Points in Service Delivery. Focusing on process improvement is a key strategy for business success. What started as an initiative in manufacturing is now seen in many service industries as well. And as technology is increasingly present in the delivery of service, these process improvements will continue.

Increase productivity and improve customer experience by eliminating “The 8 Wastes of Service”

The 8 Wastes are central to the Lean Manufacturing system developed by Toyota. The 8 Wastes of Service are a modified version used by service experience and service process experts. The 8 Wastes of Service are not new, but regular review checks our assumptions about the service we provide.

Customer Service Skills List for a Service Excellence Workforce

There’s no doubt about it that the working world has shifted.

For better or for worse, every person in the workforce must now continuously add value, not only to the work they are doing but to the experience that customers have while interacting with them and their product.

Your employees don’t care about service targets. And here’s why!

Businesses and communities for years have developed countless theories and ‘best practices’ to either Get Employees Who Care (Service Recruitment – Building Block #3) or to Get Employees To Care (Rewards and Recognition – Building Block #5)

The Uplifting Blog inludes articles, posts, interviews, best practices,
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