NIIT Technologies – B2B Technology Industry Case Study in Service Revolution
By Ron Kaufman Posted on 17 May 2016
NIIT Technologies was widely viewed as a reliable company with excellent talent. The company was trusted to deliver well on clearly defined Service Level Agreements (SLAs). But the future was changing for NIIT Tech and […]
Can Security Staff Enforce Your Service Excellence Brand?
By Jeff Eilertsen Posted on 17 May 2016
Everywhere you look there are more security personnel. This is one reality we share all around the world. In airports, hotels, shopping malls, schools, corporations and public spaces, we see an increasing number of security […]
Harvard Business Review on Revolutionizing Customer Service
By Ron Kaufman Posted on 3 April 2016
The team at UP! Your Service have been working with our clients and Professor Jochen Wirtz for many years and are happy to report that the April issue of Harvard Business Review picked up […]
I am stepping UP to service – and happy to be here!
By Linda Tan-Spicer Posted on 15 March 2016
I am into the second week of my new job and today, I brought to work a book that has greatly influenced me over the past 10 years. The book, UP! Your Service, is about […]
Can Customer Service Be Improved By Closing Your Doors?
By Jeff Eilertsen Posted on 6 March 2016
Sometimes being closed is the best service of all. Around the world, businesses are choosing to stay open longer hours and more days. This includes retailers, banks, brokerages, call centers and service centers. Major holidays, […]
How Effective are Your Service Communications? Take Another Look!
By Jeff Eilertsen Posted on 14 February 2016
Organizations driving change face a common problem. Internal communications lose momentum over time. While initial launch communications are strong and creative, ongoing communications may get less and less attention. This can derail your progress for […]
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 […]