Uplifting Blog
Jeff Eilertsen
Google and Motorola – A Customer Service Divorce?
Google has a pretty good reputation for customer service. The world’s largest search engine gives people the results that they need. Their Google Docs suite ...
Nintendo, It’s Time to Listen to Your Customers
Nintendo is one of the names in computer gaming. Whilst companies like Sega, Atari, Philips, etc. have entered and exited the console market with varying ...
3 Simple Steps to Recovering Positive Customer Experience
A client recently asked: “When we make a mistake or fall short of a client expectation, how do we go beyond just fixing the problem ...
Who is the service customer in a court of law?
Who is the service customer in a court of law? – by Ron Kaufman What do we mean when we say “justice has been served”? ...
WestJet Activates the Definition of Service (and really good PR)
WestJet Understands the Definition of Service (and good PR) – by Ron Kaufman WestJet, a Canadian airline, created and delivered an extraordinary example of our ...
Nelson Mandela: A Man of Words, Deeds, and Service
Nelson Mandela: A Man of Words, Deeds, and Service by Ron Kaufman Nelson Mandela is no longer living, but his words and deeds will live ...
The MSD Balloon Board Promotes Service Improvement Commitments, Actions, and Results
Uplifting Service Course Leaders from MSD (Merck) in Singapore have created a colourful and uplifting way to record and recognize positive service improvement actions taken ...
Perception Points vs. Process Points in Service Delivery
The focus on process improvement has been one of the key strategies for business success over the past 40 years. Whether simple checklists or complex ...
Use Internal Service Agreements to Boost Service Consistency
In many organizations where service is identified as an area for improvement, the problem is not poor service from every department or person, it is ...
Leveraging the Online Service Experience of Customers
Many of us can recall a story about poor customer service that went viral on the Internet. (Think United Airlines and guitars, or Federal Express ...
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