Transcript of “What is Service?”, from a keynote speech by Ron Kaufman for the SWIFT Operational Forum Asia event in Singapore. We are in The Financial Services Industry. All of your organizations, … Read More
The Experience Economy
I have just dialed into a large (very large) retail organization to check on a pending order. I am greeted by an interactive voice response (IVR) system. I only need an answer … Read More
Are your Company Communications Memorable?
One of the keys to Achieving Superior Service and building a service culture is leveraging the building block of “Service Communication”. Uplifting service providers seek to make each perception point a positive … Read More
“HOW NOT TO DIE” is a fabulous book. Well worth reading and giving to others you care about.
I want to tell you about a book that we love so much my wife and I have given away more than a hundred copies to friends, clients and family members. The … Read More
UP! Your Service is now “UPLIFTING SERVICE”
UP! Your Service – The brand that has been known and loved around the world is growing up. We are now becoming ‘Uplifting Service’. Here’s why we’re making this simple but very … Read More
Laying the Groundwork for Our Five Best Practices for Creating Unbelievable Customer Experiences
Your customers—whether B2B, B2C, or partners within your organization—have always been your focus. You create processes to make their experience smoother. You listen to their feedback about your product or service so … Read More
Seven Steps for Actionable Service Resolutions
Each year we move forward into a wonderful space of creation for the upcoming year. We also have an opportunity to look back at the past year, and then to look forward, … Read More
Service as a Citizen of the World
Many of us enjoy doing business with people from countries, ethnicities, and backgrounds that are different from our own. This brings into our lives, and the lives of those we serve, a … Read More
Groom and Nurture the ‘Right Attitude’
In my previous blog post ‘Recruit for Attitude First!’, I championed the importance of prioritizing attitude over skills and experience when hiring, especially if you are looking to build a service culture. … Read More
Three Leadership Characteristics for Personal and Cultural Change
Change is one of the few things that is completely predictable in today’s world: there will be more of it year by year, and the pace of change will be faster. Some … Read More