The Six Levels of Customer Service

This article about the six levels of customer service was first published in Bloomberg Businessweek. (Copyright, Ron Kaufman) Last month I met a client in Indonesia. We went to lunch at a … Read More

Customer Service: Do It from the Inside Out

This article on customer service from the inside out was first published in Bloomberg Businessweek. (Copyright, Ron Kaufman) The sun beat down on the back of my neck. Most people in Brazil … Read More

Service: The One Thing You Didn’t Learn

This article about the one thing you didn’t learn about service was first published in Bloomberg Businessweek. (Copyright, Ron Kaufman) My mother taught me not to place my elbows on the dinner … Read More

Devising a Service-Recovery Strategy

This article about making a service-recovery strategy was first published in Bloomberg Businessweek. (Copyright, Ron Kaufman) You’re on the edge of your seat. You don’t know what’s going to happen next. Your … Read More

Five Keys to Creating an Uplifting Service Culture

This article about creating an uplifting service culture was first published in Bloomberg Businessweek. (Copyright, Ron Kaufman) Recently I was walking through a distribution warehouse to meet a client. Hanging on the … Read More

Top 10 Signs Your Customer Service Disappoints

This article about customer service that disappoints was first published in Bloomberg Businessweek. (Copyright, Ron Kaufman) Many executives I meet with simply can’t see the writing on the wall, assuming because they … Read More

Winning Via Strangeness

This about Winning Via Strangeness article was first published in Bloomberg Businessweek. (Copyright, Ron Kaufman) Birth is a miracle. A new life enters the world, and everyone coos. Youth then offers a … Read More

Four Steps to a Timeless Business Strategy

This article was on building a timeless business strategy first published in Bloomberg Businessweek. (Copyright, Ron Kaufman) Sit back and relax. Go ahead and loosen your necktie a bit, but don’t throw … Read More

Nobody Asked for Butterflies: Changi Airport

This article on Changi Airport was first published on Bloomberg Businessweek. (Copyright, Ron Kaufman) There you are, wandering through life, when suddenly someone does something unexpected for you. Instantly your heart thumps. … Read More