Does Service Culture Matter in a Digital World?
By Jeff Eilertsen Posted on 25 November 2015
The focus on ‘going digital’ and ‘digital experiences for customers’ continues to increase at a rapid pace across industries. We often hear that in this age of digitization, “customer service” is becoming less and less important.
In our view, that’s because “customer service” is too often defined as the interactions between our frontline staff and customers.
We define service as “taking action to create value for someone else” – and feel that service is even more important now throughout an organization, because employees across so many levels and functions are involved in creating digital experiences.
Engineering a Service Revolution: How to Build a Strong Service Culture – Fast!
By Ron Kaufman Posted on 24 November 2015
Four Rules for Engineering a Service Revolution Improving service quality in a large organization can be difficult – and it can take a long time. But we have experimented with many approaches for the past […]
How to Get Fast and Effective Results from Your Next Workshop
By Jocelyn Low Posted on 6 November 2015
Clients want to know, “How quickly can we see results after our employees have completed a workshop?” Leaders want to know when improvements will show up on the job. Everyone is anxious to see […]
Service Standards and Service Excellence….are Not the Same Thing!
By Jeff Eilertsen Posted on 20 October 2015
“Once we set our service standards we’ll start growing.” I overheard this comment between two business people on an airplane recently. And I wondered, is this really the best strategy for growth? Organizations often work […]
New Service Culture Assessment: Does Your Company Share a Common Service Language?
By Ron Kaufman Posted on 7 October 2015
Download Common Service Language Assessment, includes 28 Insightful Questions Improving your organization’s service culture is a multi-faceted and long-term undertaking. One proven place to start is in building a shared vocabulary for service to focus […]
Measure the Leading Indicators of a Stronger Service Culture
By Ron Kaufman Posted on 20 September 2015
Building a strong and sustainable service culture takes time. But leaders often want to know much earlier if their efforts and investments are working. So what is the first thing you can measure to see […]
Service Staff Orientation Programs: Get the wrong people OFF the bus, and keep the right people ON!
By Jocelyn Low Posted on 8 September 2015
Are you happy with your current new employee orientation program? Are your new employees truly inspired by the program? (How many of them are still employed with you after just one year?)
I am going to take you on a bus tour called ‘Service Orientation for New Hires’. This is not the same thing as ‘Job Induction for New Hires”. And here’s the difference between the two:
Job induction is giving new employees what they need, to get going on the job. Job induction includes job role and function, HR policies and procedures, company protocols, IT and security passwords, and other important job related details.
Revolutionizing Service Culture in the Healthcare Industry
By Ron Kaufman Posted on 27 August 2015
Why a Paradigm Shift is Needed and How to Get One Started What’s happening in the industry? In recent years the healthcare industry has undergone – and continues to undergo—massive changes. Treatment options have grown […]
Women in Service to Make Our World a Better Place
By Jocelyn Low Posted on 17 August 2015
Participants of Daughters of Tomorrow & UP! Your Service workshop “Transforming Lives and Relationships through Service Mindset” According to a new study conducted by researchers at Catalyst and Harvard Business School, companies with more women […]
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 […]