My grandparents grew up in a time when impeccable service was expected, and was delivered in the restaurants they took me to as a child. I still remember. It wasn’t just the … Read More
Think you know your Customers? Think again!
Many people say they know who their customers are. But an alarming number, especially in the B2B world, have only a shallow clue. Ask yourself these questions, and then think again: Do … Read More
Marketing What Matters in Service
The idea that customer service IS marketing is increasingly discussed. The success of Zappos.com through word-of-mouth about the remarkable service it provides is often cited as an example. Organizations are told to … Read More
From 2nd Class to World Class in 24 Months: How Air Mauritius Achieved the Skytrax “4 Star” Rating
Two years ago the national airline of Mauritius, Air Mauritius, was struggling with financial losses, poor customer service ratings, and low staff morale. A new CEO and dedicated top team launched … Read More
Enjoy Ron Kaufman: Leading Global Keynote Speaker on Service Excellence
Enjoy this complete keynote speech by Ron Kaufman at the Swiss National Excellence Awards in Lucerne, Switzerland on customer service and Uplifting Service Culture. Ron Kaufman is rated one of the “Top 25 Hot Speakers” … Read More
Excellent Service and Service Culture are Differentiators for Small and Medium Businesses
Service is simply the most important differentiator your SME has. It’s the DNA that permeates everything you do – and it can either make small and medium businesses the indisputable provider of choice, … Read More
What’s behind Ron Kaufman’s most popular keynote speeches?
In these short videos, Ron Kaufman explains the rationale, insights, and big ideas behind his three most popular customer service keynote speeches: The Service Keynote, The Leadership Keynote, and The Culture Keynote. … Read More
Are You A Nice or Naughty Customer? Eight Ways to Be a Better Customer This Holiday Season—and Get Better Service in Return
Especially during the busy holiday season, customers wait on hold for an eternity. Complaints go unanswered. Salespeople and customer service providers seem more like Scrooge than Santa’s helpers. If you think customer … Read More
The Marketing of Superior Service – whose voice will be heard?
In days long ago passed, a neighbor’s recommendation meant everything. Word of mouth was king, and if the buzz at the water-cooler about your business, product, or service, was favorable, you were … Read More
Living Globally, Contributing Locally – The Expat Living Interview with Ron Kaufman
This interview was originally published in EXPAT LIVING Magazine, and written by Monica Pitrelli. Struggling with bad customer service? Yeah, us too. But before you unleash on the next bumbling waiter or … Read More