Benchmarking Inside and Out

Benchmarking means comparing yourself with – and learning from – the very best in any field or endeavor. We recommend you benchmark service leaders from your own industry and other industries as … Read More

Everyone Can Do Service Benchmarking

Traditional business benchmarking is a high-level activity with careful target selection, substantial pre-visit planning, and a rigorous process of post-visit evaluation and implementation. You can do this, too. But don’t let a thorough and … Read More

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

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

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