case studies

Amazon does not ‘deliver customer service’, they build powerful partnerships.

Yet another customer satisfaction survey has rated Amazon as #1 among all online retailers. Amazon’s customer service has always been recognized and applauded as world-class. This is remarkable, especially since it is a purely online retailer. Amazon has hardly any ‘human’ interactions – often considered crucial perception points for increasing customer satisfaction and loyalty – …

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Airport Avatar Enters Brave New World of Customer Service

Travelers coming through the New York City area’s three airports—La Guardia, JFK, and Newark—might soon feel the need to double check that they aren’t walking through the set of a science fiction movie. That’s because the airports are introducing some high-tech help in the form of “Ava”—a life-sized, computer-generated female avatar. She’ll provide answers to …

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Can You Really Overhaul a Nation’s Customer Service Culture? Part One

In a harsh global economy, great service is the price of admission. Companies whose cultures aren’t built around the ability and the willingness—no, the eagerness—to delight the customer won’t survive. You know this. And if you’re a leader at global enterprise, no doubt you’ve gained more than a few gray hairs worrying about it. It’s true: Transforming a culture that crosses many boundaries is no small task. But I have a question that might put it all in perspective: If an entire nation can build a service-based brand and culture, what’s stopping YOU?

Air Mauritius’ Plan for Increased Profitability through Service Excellence

Air Mauritius is successfully executing a 7 Step Plan for increased profitability through service excellence

Ron Kaufman recognized as the world’s leading motivational speaker in the customer service field, was invited to Mauritius by the national airline, Air Mauritius, to lead a work shop on Tuesday. Executives and CEO’s of many of the top companies were present for the event, held at the Swami Vivekananda International convention Centre.

WestJet Activates the Definition of Service (and really good PR)

WestJet Understands the Definition of Service (and good PR) – by Ron Kaufman WestJet, a Canadian airline, created and delivered an extraordinary example of our definition of service. They took action to create value for someone else. With a cheeky Santa Claus dressed in blue and a backup team of 150 team members, the airline …

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