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
How to Close the Gap and Capture Early Majority Supporters while Providing the Best Customer Experience
In my previous blog “Gaining Buy-In for Your Culture Change” I used a smooth bell curve to illustrate how leaders can systematically convert employees from Adversaries and Defectors, to Neutral and Supporters, … Read More
The Case for a Culture of Service Excellence
There are two outcomes every CEO and senior business leader must deliver to succeed in the future: 1. Improve Customer Experience, and 2. Increase Employee Engagement. In this short video, Ron Kaufman … Read More
World Council of Credit Unions Conference in Singapore: Keynote Speech by Ron Kaufman
Ron Kaufman delivered a keynote speech on “Achieving Service Excellence with People and Fintech Working Together” at the 2018 World Credit Union Conference in Singapore last 18 July 2018. Financial technology … Read More
5 reasons why Ron Kaufman’s bestselling book is titled “Uplifting Service”
Ron Kaufman Bestselling Book “Uplifting Service” is a guide book for all service industries There are 5 reasons why Ron Kaufman’s bestselling book is entitled “Uplifting Service” and they are all … Read More
Watch Customer Service Keynote Speaker Ron Kaufman interview LUX* CEO Paul Jones
Enjoy this wide ranging interview with hospitality legend and pioneer Mr. Paul Jones. Paul began his career as a hospitality student in 1965, worked with Sun Resorts worldwide for more than 20 … Read More
How customer service training helped Fiji Airlines achieve its highest profit and highest customer satisfaction
Fiji Airways’ highest customer satisfaction and profit score Congratulations to Fiji Airways for posting a record profit, growing your international network, and achieving the highest customer satisfaction improvement scores. Keep “Working as One … Read More
Ron Kaufman named #1 Global Guru in Customer Service
We are honored and pleased to share that our founder, Ron Kaufman, has been awarded “Global Guru #1” ranking in the Customer Service category for 2018. At UP! Your Service we believe … Read More
Oracle CX Factor includes Ron Kaufman’s Questions for Senior Leaders at IBX and Clorox
Independence Blue Cross shapes Healthcare for the Future How does Independence Blue Cross shape customer experience? By exceeding consumer expectations says Brian Lobley, President of Commercial and Consumer Markets at IBX. Listen … Read More
Harvard Business Review article features work on Service Revolutions
Our team at UP! Your Service have been working with Professor Jochen Wirtz on this topic for many years and are happy to report that the April issue of Harvard Business Review … Read More