It’s Your Turn to Speak Up Today (and be Rewarded)
By Ron Kaufman Posted on 7 January 2016
What is your point of view about our point of view that service is the reason we are here? Do you agree (or disagree) with our definition that service is taking action to create value […]
Top 5 Provocative Posts from 2015
By Ron Kaufman Posted on 29 December 2015
Enjoy this selection of “Top 5″ thought provoking posts. Read, reflect, write a comment, and share these ideas with others. Happy New Year everyone! How to Increase Productivity and Improve Service Simultaneously by Ron Kaufman […]
‘Tis the Season to be Giving
By Jocelyn Low Posted on 22 December 2015
The end of the calendar is a season for celebration and giving of gifts across cultures and religions. Whether we celebrate the season socially, commercially, or spiritually, we understand this is a special time to […]
Is Smiling a Good KPI?
By Ron Kaufman Posted on 17 December 2015
“Is smiling a good KPI?” The Chief Strategy Officer of a leading bank leaned forward, lowered her voice, and asked me this sincerely. “We can see our bank tellers on video and observe them serving […]
Uplifting Service Book – Group Discussion Guide
By Ron Kaufman Posted on 2 December 2015
Uplifting Service Group Discussion Guide This complimentary Uplifting Service Discussion Guide will enable you and your team to build a stronger and more sustainable service culture. Key questions for each chapter encourage personal reflection and […]
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 […]