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
“How Good or Bad is the Service You Provide” by Ron Kaufman
Transcript of “How Good or Bad is the Service You Provide”, from a keynote speech by Ron Kaufman for the SWIFT Operational Forum Asia event in Singapore. ~ ~ ~ ~ ~ … Read More
“What is Excellence?” Ron Kaufman on Excellence as Momentum, not a Position
Transcript of What is Excellence?”, from a keynote speech by Ron Kaufman for the SWIFT Operational Forum Asia event in Singapore. ~ ~ ~ ~ ~ Now, some of you are saying, … Read More
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
“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