Nairobi to Shanghai: A World of Service

By Posted on 24 February 2015

When considering quality of service around the world, many stereotypes can be applied. We may think certain countries or cultures naturally excel at service, while others are very efficient but not very friendly. And we may even see some countries where service appears to be an altogether low priority. Yet while stereotypes persist – and may have basis in personal experience – I have accumulated more and more experience in countries across the globe, and everywhere I teach and travel, I observe 3 things we all have in common:

1. Service expectations are local.

How people understand and evaluate service, especially front line customer service, is based on the world they live in every day. We judge the service we receive by comparing it to our own experience. This everyday experience varies widely for people from Nairobi to Shanghai to Delhi to Seattle. Defining service excellence is relative to what we experience around us.

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4 Rules for Getting It Wrong – and Getting It Right – in Building a Service Culture. Part Two

By Posted on 15 February 2015

This article cites research in collaboration with Professor Jochen Wirtz. (Read Part One here) Rule 3: Don’t take small steps. Instead, go big and go fast to create a groundswell of support for a service […]

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4 Rules for Getting It Wrong – and Getting It Right – in Building a Service Culture. Part One

By Posted on 10 February 2015

This article cites research in collaboration with Professor Jochen Wirtz. Building a superior and sustainable service culture is a vital and complex project that can deliver positive social consequences and lasting commercial results. Many elements […]

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Ron Kaufman Keynote Highlights LIVE in Denver Colorado

By Posted on 6 February 2015

Catch the highlights of Ron Kaufman’s keynote speech to the annual conference of True Value Hardware Stores. Making the connection between Service, and the delivery of True Value. Watch more Ron Kaufman Keynote Speeches now.

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Creating a Customer Focused Culture

By Posted on 20 January 2015

This article first appeared in Contact Center Pipeline, written by Susan Nash. Does your culture support the behaviors to deliver great service? There has been a lot of buzz lately about culture in the industry […]

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There is a Sense in India that Talent is Replaceable, and So Are Customers

By Posted on 17 January 2015

This article was first published by MINTASIA. Written by Preeti Dawra. Do cultures differ in how they define and deliver service? Different countries have different service standards and expectations. For example, Americans tend to be […]

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Helping Make the Cultural Shift in Large Organizations

By Posted on 17 January 2015

This article was first published by MINTASIA. Written by Preeti Dawra. Ron Kaufman on why companies whose cultures aren’t built around the eagerness to delight the customer won’t survive. few years ago, Air Mauritius struggled […]

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How Emotional Judo Can Help You Take Control of Every Conflict

By Posted on 17 January 2015

This article was first posted by INC. Written by Minda Zetlin, co-author of The Geek Gap. Falsely accused? Resist the urge to proclaim your innocence. It’s a situation most of us dread. You’re faced with […]

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LUX* Resorts & Hotels: The “Serving To Win” Webinar

By Posted on 29 December 2014

In early 2011, LUX* Resorts & Hotels (formerly known as Naiade Resorts) was in trouble – accumulating heavy losses, high expenditures and costs, unable to meet commitments. Three years later LUX* has rebounded with a […]

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There is a Proven Path to Service Excellence

By Posted on 29 December 2014

Yes, there is a proven path to Service Excellence. But following that path requires overcoming difficulties along the way. This short video shows the challenges leaders and companies must tackle when building a strong and […]

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