In this two-part blog series, I’ll provide tips on how you can strengthen your service team. Here, in Part I, we’ll take a look at the steps you can take to make … Read More
How to Increase Productivity and Improve Service Simultaneously (and Easily)
Many people think of improving service and improving productivity as diametrically opposing objectives. Increasing productivity means doing more with less, which means reducing service levels. Meanwhile, upgrading service means doing more than … Read More
4 Rules for Getting It Wrong – and Getting It Right – in Building a Service Culture. Part Two
This article cites research in collaboration with Professor Jochen Wirtz. (Read Part One here) Rule 3: Don’t take small steps. Instead, go big and go fast to create a groundswell of support … Read More
4 Rules for Getting It Wrong – and Getting It Right – in Building a Service Culture. Part One
This article cites research in collaboration with Professor Jochen Wirtz. Building a superior and sustainable service culture is a vital and complex project that can deliver positive social consequences and lasting commercial … Read More
Launch from the Top Down and from the Bottom Up
When you build an uplifting service culture in a large organization, senior leaders must initiate the process. But ultimately all levels of leadership must embrace the project from the executives in the … Read More
Involve Your Internal Service Providers from the Very Beginning
Where is the right place to start a service improvement program inside your organization? The answer may seem obvious. You start with team members who sell to and serve your customers. After … Read More
Improving Service is a Journey that can be Engineered
Think of the companies in our world known for outstanding service. One thing is common across these organizations – founders and leaders who have declared service to be a top priority, and … Read More
“Service Culture” – what does it mean?
How many times have you tried to explain to a friend or associate, the value of service culture, only to have them misunderstand your intention? Have you often needed to explain that … Read More
“Different People Value Different Things” Ron Kaufman on The Four Categories of Value
Transcript of “Different People Value Different Things”, from a keynote speech by Ron Kaufman for the SWIFT Operational Forum Asia event in Singapore. ~ ~ ~ ~ ~ The action steps you … Read More
Promote a Service Vision and a Common Language to Eliminate Culture Roadblocks
Disconnects can easily occur across departments, and between levels in a large organization. For example, managers may focus on service metrics, benchmark scores and share of wallet, while frontline workers talk about … Read More