The Most Popular Blog Posts of the Year (so far…)

By Posted on 30 July 2014

Here are the Six Most Popular Service Blog Posts of the year (so far). Each provides content and context with tools and tips you can apply right away. Take these now and share them with the leaders in your organization.

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"What’s In It For Me" to Give Away a Golden Ticket?

By Posted on 19 July 2014

Recently I received a letter from British Airways’ frequent flyer program, thanking me for my loyalty and providing me with a Golden Ticket. The letter mentioned the airline’s ongoing investment in new aircraft and cabin […]

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From 2nd Class to World Class in 24 months: How Air Mauritius Achieved the Skytrax "4 Star" Rating

By Posted on 13 July 2014

Two years ago the national airline of Mauritius was struggling with financial losses, poor customer service ratings, and low staff morale. A new CEO and dedicated top team launched a bold attempt to achieve profitability […]

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A Managers Guide to Exploring Service Culture Change

By Posted on 10 July 2014

When staff members struggle to adopt a new way of thinking, system, or tool, the problem is usually not the approach, system or tool itself. Often, it is the underlying need for cultural change that creates reluctance. I once managed the implementation of a new CRM system in a large organization. The software and tools worked fine. It was the change required in peoples’ process, relationships, and habits that challenged the success of this project.

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Keep Every Service Course Relevant and Fresh

By Posted on 10 June 2014

When facilitating workshops there are things I do to bring something new or fresh to each class. This not only makes it new and exciting for me as a facilitator, but more meaningful and interesting for the audience.

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What’s behind Ron Kaufman’s most popular keynote speeches?

By Posted on 10 June 2014

In these short videos, Ron Kaufman explains the rationale, insights, and big ideas behind his three most popular keynote speeches: The Service Keynote, The Leadership Keynote, and The Culture Keynote.

You can enjoy a sampling of all three keynotes this five-minute compilation. Enjoy!

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Launch from the Top Down and from the Bottom Up

By Posted on 8 June 2014

When you build an uplifting service culture in a large organization, senior leaders must initiate the process. But ultimately all levels of leadership must embrace the project from the executives in the board room to […]

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Involve Your Internal Service Providers from the Very Beginning

By Posted on 8 June 2014

Where is the right place to start a service improvement program inside your organization? The answer may seem obvious. You start with team members who sell to and serve your customers. After all, customers are […]

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Improving Service is a Journey that can be Engineered

By Posted on 8 June 2014

Think of the companies in our world known for outstanding service. One thing is common across these organizations – founders and leaders who have declared service to be a top priority, and who align all […]

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Promote a Service Vision and a Common Language to Eliminate Culture Roadblocks

By Posted on 8 June 2014

Disconnects can easily occur across departments, and between levels in a large organization. For example, managers may focus on service metrics, benchmark scores and share of wallet, while frontline workers talk about today’s schedule, a […]

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