Are You A Nice or Naughty Customer?: Eight Ways to Be a Better Customer This Holiday Season—and Get Better Service in Return
By Surbhi Dedhia Posted on 17 December 2014
Especially during the busy holiday season, customers wait on hold for an eternity. Complaints go unanswered. Salespeople and customer service providers seem more like Scrooge than Santa’s helpers. If you think customer service has taken a nosedive, you’re right, says Ron Kaufman—but there’s a lot you can do to change that. Read on for his tips for being a better customer.
Mushroom Soup and Service Excellence
By Jocelyn Low Posted on 16 December 2014
I recently stayed at the Banyan Tree resort in Macau. This was my first time staying with the 5-star Banyan Tree group. All I knew was that the Macau property is a high-rise urban resort in the city with modern living, unlike the other Banyan Tree resorts built with nature-filled living and relaxation. I expected to indulge and be pampered with service excellence – as I would in any other hotel of equal standing.
When I arrived at check-in, the staff member mentioned my name in a tone and style that made me like feel they had been waiting just for me. That felt good, especially after a long flight and drive to reach the destination.
Rewire Your Culture Around Service—and Fix Your Toughest Problems Once and for All
By Surbhi Dedhia Posted on 3 December 2014
Global service guru Ron Kaufman explains why rewiring your culture around meaningful service can create happy customers, engaged employees, and increased profitability in 2015. Here, he shares the seven rules of service leadership that will get you started.
Human Resources: Take the Next Step Up and Serve the Customer
By Ron Kaufman Posted on 24 November 2014
Traditionally, Human Resources has been considered an internal function whose role is attracting, developing, retaining, rewarding, and generally serving employees. This traditional view prevents many HR professionals from realizing their full value as contributors to […]
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 […]