Are You a Compulsive Consumer or a Connected Contributor? (Part One)
By Ron Kaufman Posted on 14 July 2015
This post is from Ron Kaufman’s upcoming new book, The Joy of Service. The Consumer to Contributor Continuum People who live in developed societies are routinely referred to as “consumers.” From a business and marketing […]
Are You a Compulsive Consumer or a Connected Contributor? (Part Two)
By Ron Kaufman Posted on 14 July 2015
This post is from Ron Kaufman’s upcoming new book, The Joy of Service. Read Part One now… Every time you consume something, you have an opportunity to connect and contribute to someone else’s experience of […]
Transforming Service in the Telecom Industry: Why It’s Needed and How to Make It Happen
By Ron Kaufman Posted on 16 June 2015
Telecommunications companies used to be cash cows: massive, often government-linked monopolies that provided essential connectivity services and reliably churned out cash. But this world is rapidly changing, if not already gone.
The Organization Customer Disconnect
By Guest Blogger Posted on 21 May 2015
This guest blog post is from online customer experience expert Gerry McGovern. The irony of this period of Big Data is that many organizations are becoming even more disconnected from their customers. Technology creates both […]
Turn a Complaint into an Opportunity to Increase Customer Loyalty
By Jocelyn Low Posted on 13 May 2015
When you cannot deliver the service you promised to your customer, what do you do? Let’s face it. We all have days when we disappoint customers for various reasons. It could be a team member […]
How to Leverage Every Meeting to Build an Uplifting Service Culture
By Jeff Eilertsen Posted on 12 May 2015
Steris provides sterilizers, sterile processing equipment, operating room surgical equipment, emergency room equipment and other medical device sterilization equipment. As a manufacturer with technicians working onsite in health care facilities, safety is a critical factor […]
This Simple Strategy Will Uplift Your Service Education
By Jeff Eilertsen Posted on 11 May 2015
Steris is a global leader in infection prevention and surgical technologies based in the US and serving clients around the world. Leaders of the North American Service organization wanted to create buzz and momentum for […]
Innovation and Process: What Football Teaches Us About Customer Experience
By Jeff Eilertsen Posted on 8 April 2015
A friend of mine, the Head of a Middle School, wrote the following as part of his weekly letter to parents. He is working hard to balance change and innovation demanded by modern times with the tradition and process long revered in student education. His message also rings true for service innovation in business and government organizations:
“When Brazil defeated Italy in 1970 for their third World Cup in 12 years, football aficionados claimed it was the greatest team ever with the greatest player ever, Pele. Four years later, it was the West Germans who defeated the Dutch in Munich to seize the World Cup, led by their brilliant defenseman, Franz Beckenbauer.
How to Increase Productivity and Improve Service Simultaneously (and Easily)
By Ron Kaufman Posted on 8 April 2015
Many people think of improving service and improving productivity as diametrically opposing objectives. Increasing productivity means doing more with less, which means reducing service levels. Meanwhile, upgrading service means doing more than before, which causes productivity declines.
These views may be common sense, but they are also incorrect. Improving service and productivity go hand in hand and are easy to accomplish when you have the right understanding of what service really means.
Make ’Em Say Wow: Tips for Building a Strong Service Team—Part Two
By Ron Kaufman Posted on 24 March 2015
Your organization is going to get some sand in the gears, and when that happens, it’s your job to keep your people focused and enthusiastic. How do you do that? You find opportunities to educate. You recognize individual successes. You role model what needs to happen and then recognize when other people act as role models. You acknowledge service achievements.
Read on for six tips on how you can strengthen your team by keeping them motivated to provide uplifting service.