Best Practices in Service

Five Steps to Help Employees Understand – and Care About – Your Metrics, Scores and Targets

In my last blog post, we looked at one of the key reasons why employees don’t care about service targets and index scores: because few leaders ‘meet employees where they are’ and effectively translate scores and targets into the ideas and actions employees care about! This gap in understanding is problematic, costly, and unnecessary.

How to Close the Gap and Capture Early Majority Supporters while Providing the Best Customer Experience

In my previous blog “Gaining Buy-In for Your Culture Change” I used a smooth bell curve to illustrate how leaders can systematically convert employees from Adversaries and Defectors, to Neutral and Supporters, and ultimately to Ambassadors. Specifically, I wrote about how each group can be engaged and enrolled in the process of organizational change towards …

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Watch Customer Service Keynote Speaker Ron Kaufman interview LUX* CEO Paul Jones

Enjoy this wide ranging interview with hospitality legend and pioneer Mr. Paul Jones. Paul began his career as a hospitality student in 1965, worked with Sun Resorts worldwide for more than 20 years, created and led the One & Only brand, and then led the formation of LUX* Resorts and Hotels. In this interview, Paul …

Watch Customer Service Keynote Speaker Ron Kaufman interview LUX* CEO Paul Jones Read More »

How customer service training helped Fiji Airlines achieve its highest profit and highest customer satisfaction

Fiji Airways’ highest customer satisfaction and profit score Congratulations to Fiji Airways for posting a record profit, growing your international network, and achieving the highest customer satisfaction improvement scores. Keep “Working as One to Take the Next Step UP!” Scroll down to the bold section below to see how Fiji Airways leveraged the power of Uplifting …

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Amazon does not ‘deliver customer service’, they build powerful partnerships.

Yet another customer satisfaction survey has rated Amazon as #1 among all online retailers. Amazon’s customer service has always been recognized and applauded as world-class. This is remarkable, especially since it is a purely online retailer. Amazon has hardly any ‘human’ interactions – often considered crucial perception points for increasing customer satisfaction and loyalty – …

Amazon does not ‘deliver customer service’, they build powerful partnerships. Read More »

Why a Customer Service Revolution Must be Fast and Furious – Part One

You know you’ve got unhappy customers so you’ve decided it’s time to do a complete service overhaul. You’ve spent hours with your C-level executives crafting a strategic plan and making sure your i’s are dotted and your t’s are crossed. The idea is to roll out the new plan in one area of your company—for example, your call center—and get things under control there before you move on to the next department. Over time, as you get your strategy perfected and everyone buys in, you’ll surely reap the benefits. Makes sense, right?

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 detailed approach stop you from encouraging a much simpler version of benchmarking. Remember, one of the goals is for everyone to become curious about …

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Check your email for the welcome we just sent – and reply to let us know you received it!

We’ve included some useful resources 
for you to explore…

…and we’ll be in touch to share more ideas 
and invitations for you.