We grabbed the chance to catch up with Ron Kaufman, world’s leading educator and motivator, author of the book, Uplifting Service, and fourteen other books on service, business, and inspiration, about Organizational Culture and best practices. Ron is a man on a mission – to uplift the quality and spirit of service everywhere in the world –including with us here today.
What’s happening in the industry?
Telecommunications companies used to be cash cows: massive, often government-linked monopolies that provided essential connectivity services and reliably churned out cash. But this world is rapidly changing, if not already gone.
Transcript of “What is Service?”, from a keynote speech by Ron Kaufman for the SWIFT Operational Forum Asia event in Singapore.
Customer experience now reigns as the supreme brand differentiator, with no shortage of data to back it up. An article in Forbes reports that today an estimated 89% of companies compete primarily on the basis of customer experience – up from just 36% in 2010. Another publication reports that poor customer experience is costing U.S. companies $136.8 billion per year due to …
In these short videos, Ron Kaufman explains the rationale, insights, and big ideas behind his three most popular keynote speeches: The Service Keynote, The Leadership Keynote, and The Culture Keynote.
Falsely accused? Resist the urge to proclaim your innocence. It’s a situation most of us dread. You’re faced with an angry customer, boss, employee, or family member. Something’s gone wrong and they’re about to tell you off. You can feel your blood pressure rising. What do you do? Try emotional judo. This customer service advice comes from Ron …
How Emotional Judo Can Help You Take Control of Every Conflict Read More »
There are 5 reasons, all perfectly aligned.
1. Uplift Customer Experience. The book is filled with principles and practices that really work, ideas, illustrations, and examples from all over the world.
If your company is going to pursue building an uplifting service culture, leadership must initiate and support the process. But service leadership must be extended and ultimately embraced at all levels of the organization. Let’s take a closer look at how to lead from all levels. Top-Down Service Leadership In the first model, a service …
Keep Your Service Improvement Process Fresh and Flowing Voice of the Customer will help you hear what your customers and colleagues want. Service Measures and Metrics will help you track what they need. Service Improvement Process—ensures you will create and deliver both. Service Improvement Process, is not Service Process Improvement. A process improvement increases speed, …
No One Ever Hung A Suggestion Box Hoping It Would Be Ignored Read More »
No one has a perfect record when it comes to delivering service. You will have unhappy customers, and you will receive complaints. With social networking, viral videos, and bad news traveling fast, one angry customer can leave a lasting stain on your reputation. Your recovery policy and practices should be ready.
Here’s what’s next…
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.
Here’s what’s next…
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.