This article about the six levels of customer service was first published in Bloomberg Businessweek. (Copyright, Ron Kaufman) Last month I met a client in Indonesia. We went to lunch at a nearby mall where music poured into the public area from every shop. Just as we passed one storefront, the music stopped and the …
This article on customer service from the inside out was first published in Bloomberg Businessweek. (Copyright, Ron Kaufman) The sun beat down on the back of my neck. Most people in Brazil have learned to accept the scorching heat, but I couldn’t bare it. I had just finished making a presentation to a room full …
This article about the one thing you didn’t learn about service was first published in Bloomberg Businessweek. (Copyright, Ron Kaufman) My mother taught me not to place my elbows on the dinner table. My third-grade teacher taught me multiplication tables. A girl named Sheila taught me how to kiss in high school. Of course, my …
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 …
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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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, …
Service in Singapore: It’s the Caring, Not the Caning Read More »
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 …
This about Winning Via Strangeness article was first published in Bloomberg Businessweek. (Copyright, Ron Kaufman) Birth is a miracle. A new life enters the world, and everyone coos. Youth then offers a blessing of discovery—where every encounter is a learning experience. And then, inevitably, comes an awkward time in all of our lives when we …
This article was on building a timeless business strategy first published in Bloomberg Businessweek. (Copyright, Ron Kaufman) Sit back and relax. Go ahead and loosen your necktie a bit, but don’t throw it away. It’s not going anywhere. The necktie has become a timeless symbol of professionalism and success. But why?
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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