Speak up today and be rewarded! What is your point of view about our point of view that service is the reason we are here? Do you agree (or disagree) with our definition that service is taking action to … Read More
Are You a Compulsive Consumer or a Connected Contributor? (Part Two)
This post is from Ron Kaufman’s book, The Joy of Service. Read Part One now… Every time you consume something, you create a customer experience -you have an opportunity to connect and contribute … Read More
Are You a Compulsive Consumer or a Connected Contributor? (Part One)
This post is from Ron Kaufman’s book, The Joy of Service. The Consumer to Contributor Continuum People who live in developed societies are routinely referred to as “consumers.” From a customer service, business … Read More
Creating a Customer Focused Culture
This article first appeared in Contact Center Pipeline, written by Susan Nash. Does your culture support the behaviors to deliver great service? There has been a lot of buzz lately about quality customer service … Read More
There is a Sense in India that Talent is Replaceable, and So Are Customers
This interview with Ron Kaufman was written by Preeti Dawra and published MintAsia. Do cultures differ in how they define and deliver service? Different countries have different service standards and expectations when it comes … Read More
Helping Make the Cultural Shift in Large Organizations
This article was first published by MINTASIA. Written by Preeti Dawra. Ron Kaufman on why companies whose cultures aren’t built around the eagerness to delight the customer won’t survive. A few years ago, Air … Read More
5 Stealth Ways to Make Air Travel More Fun
This article was published by Chester Elton on LinkedIn. I have flown millions of miles on several airlines, which means some weeks I spend more time in the air than on the ground. … Read More
Do Service Recruitment Job Descriptions Matter?
Guest Post by Tom Moran Principal Program Manager at Microsoft When you think of a great customer experience, why do LL Bean and USAA immediately spring to mind? What makes JetBlue so … Read More
Quality Customer Service: The Death of Customer Satisfaction
Every day, a quarter of the world’s population connects via Nokia Siemens Networks infrastructure, products, and solutions. With quality customer service, the company serves telecommunications providers and partners in every corner of … Read More
Five Steps to Help Employees Understand – and Care About – Your Metrics, Scores and Targets
How can we help employees understand and care about the company’s key performance metrics? In my last blog post, we looked at one of the key reasons why employees don’t care about service … Read More