case studies Archives

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

Best Practices in Service / By Ron Kaufman

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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Do Customers Trust You Enough to Accept Your Advice?

Media Stories / By Ron Kaufman

Guest post by Adrian Gostick and Chester Elton Adrian Gostick and Chester Elton are the authors of the New York Times bestseller The Carrot Principle. Their newest book All In: How the best managers create a culture of belief and drive big results, was a #1 Wall Street Journal and USA Today bestseller. Visit thecultureworks.com …

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Airport Avatar Enters Brave New World of Customer Service

Media Stories / By Ron Kaufman

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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11 Lessons from Microsoft’s Initiative to Create a Sustainable Service Culture

Blog, Building a Service Culture / By Ron Kaufman

Guest Post by Tom Moran
Director, Customer and Partner Experience, Microsoft Operations

Microsoft Operations manages a huge portfolio of ever-changing products, business units, customers, clients, and partners.

Rewire Your Culture Around Service—and Fix Your Toughest Problems Once and for All

7 Comments / Archive, Blog, Service Leadership / By Surbhi Dedhia

The Year of Customer Delight: Global service guru Ron Kaufman explains why rewiring your culture around meaningful service can create happy customers, engaged employees, and increased profitability in 2015. Here, he shares the seven rules of service leadership that will get you started.

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

Blog, Travels with Ron Kaufman / By superadmin-base

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?

How to Use Service to Charge Higher Prices and Grow Market Share in a Price Sensitive Market

3 Comments / Archive, Blog, Service Innovation / By Ron Kaufman

Indian telecommunications is one of the most commoditized, competitive, and chaotic markets in the world. Hundreds of stores sell identical phones and tablets. Price competition is intense. Customers are spoiled for choice.

Air Mauritius’ Plan for Increased Profitability through Service Excellence

Archive, Blog, Service Culture, Service Education / By Ron Kaufman

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.

Nintendo, It’s Time to Listen to Your Customers

Archive, Blog, Service Leadership / By Surbhi Dedhia

Nintendo is one of the names in computer gaming. Whilst companies like Sega, Atari, Philips, etc. have entered and exited the console market with varying degrees of success across the last 20 years; Nintendo has held its own against all comers.

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

Thoughts on Global Service / By Mitchel Quek

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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