SWIFT in Singapore: “What is Service?”

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

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