Bloomberg Businessweek

Devising a Service-Recovery Strategy

This article about making a service-recovery strategy was first published in Bloomberg Businessweek. (Copyright, Ron Kaufman) You’re on the edge of your seat. You don’t know what’s going to happen next. Your fingers crossed, the anticipation is so thick that you can smell it, taste it, and feel it. I’m talking about the great comebacks …

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Five Keys to Creating an Uplifting Service Culture

This article about creating an uplifting service culture 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 how to lift heavy boxes. Most of us have seen these posters many times, but his was …

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Service in Singapore: It’s the Caring, Not the Caning

This article about service in Sinagpore was first published in Bloomberg Businessweek. (Copyright, Ron Kaufman) Singapore is not known for being soft. On crime, drugs, graffiti, and corruption, the country is world-renowned for its tough stance, punishing offenders with fines, jail time, and yes, the occasional caning. But in the softer business of delighting customers, …

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Top 10 Signs Your Customer Service Disappoints

This article about customer service that disappoints was first published in Bloomberg Businessweek. (Copyright, Ron Kaufman) Many executives I meet with simply can’t see the writing on the wall, assuming because they haven’t heard many complaints about their service, everything must be okay. That’s a dangerous position for the present and the future. Wondering if …

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Nobody Asked for Butterflies: Changi Airport

This article on Changi Airport was first published on Bloomberg Businessweek. (Copyright, Ron Kaufman) There you are, wandering through life, when suddenly someone does something unexpected for you. Instantly your heart thumps. Your face becomes flush. And your reality changes forever. I’m talking about the moment you experience butterflies. Human interactions fill our days. Some …

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for you to explore…

…and we’ll be in touch to share more ideas 
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