Small Things are a Big Step Towards Excellence in Service
By Jocelyn Low Posted on 26 July 2016
Recently, I was visiting a company to demonstrate UP! Your Service and the CEO said to me, “We want to achieve world-class standards in our service. How can your company help us get there?” Caught […]
New Audiobook Uplifts Your Reading and Your Service
By Ron Kaufman Posted on 25 July 2016
Imagine doubling or tripling your available reading time without adding hours to your day? I discovered audiobooks a few years ago and now read (well, listen) to several hours of books every day – while […]
LUX* Resorts – Case Study in World’s Leading Services Marketing Textbook
By Ron Kaufman Posted on 15 June 2016
LUX* Resorts: Staging a Service Revolution in a Resort Chain LUX* is a successful hospitality group operating in the Indian Ocean as well as other locations. In its previous incarnation, the company suffered from poor […]
The 4Es to Cultivating Service Mindset
By Linda Tan-Spicer Posted on 14 June 2016
We often hear leaders say, “We want our people to have a better service mindset.” What is a mindset? Here is one example. People often describe other people as either ‘glass half full’ or ‘glass […]
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 […]