Why Building a Strong Service Culture Answers CEO Top Challenges
By Jeff Eilertsen Posted on 28 October 2014
Each year The Conference Board publishes survey results of the Top CEO Challenges for global organizations. In 2014 the top four challenges are:
1. Human Capital
2. Customer Relationships
4. Operational Excellence
The Conference Board says business leaders are seeking to drive growth by “focusing on people, performance, reconnecting with customers, and reshaping the culture of work. They see a renewed commitment to customers, innovation, and the corporate brand.”
There IS a Proven Path to Service Excellence
By Ron Kaufman Posted on 22 October 2014
What are the major challenges leaders and organizations must overcome to build a competitive advantage with a strong and sustainable service culture? New video – 2.5 minutes. Watch it now.
How to Use Service to Charge Higher Prices and Grow Market Share in a Price Sensitive Market
By Ron Kaufman Posted on 7 October 2014
Indian telecommunications is one of the most commoditized, competitive, and chaotic markets in the world. Hundreds of stores sell identical phones and tablets. Price competition is intense. Customers are spoiled for choice. In this challenging […]
Q&A with Ron Kaufman:
Harnessing the Power of Service in India through Human Resources
By Surbhi Dedhia Posted on 30 September 2014
Q: In your opinion, what are some key differences in Indian service culture compared to global practices?
A: The volume of people in India both – as service providers and customers – has an impact on the way people think about service in the country. With such an enormous number of available people, there is a common sense that talent is replaceable, and customers are, too.
So employers, don’t put as much effort into attracting, keeping and growing their employees as their counterparts do in other developed countries. There seems to be an ease or an acceptance that people come and go…and someone new is always coming. But over a long term the danger of this view is that people do come and go, and the human resource department focuses on getting more on new hires rather than retaining the best people as colleagues.
A similar problem exists in relation to providing customer service. With so many people to serve as potential customers, companies don’t put in
as much effort to retain the loyalty of those they have. Continuous customer churn tends to be the norm, while providing truly excellent customer service is the rare exception.
The Most Popular Blog Posts of the Year (so far…)
By Surbhi Dedhia 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.
"What’s In It For Me" to Give Away a Golden Ticket?
By Mandeep Chahel 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 […]
From 2nd Class to World Class in 24 Months: How Air Mauritius Achieved the Skytrax "4 Star" Rating
By Ron Kaufman 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 […]
A Managers Guide to Exploring Service Culture Change
By Jeff Eilertsen 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.
Keep Every Service Course Relevant and Fresh
By Mandeep Chahel 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.
What’s behind Ron Kaufman’s most popular keynote speeches?
By Ron Kaufman 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!