Measure the Leading Indicators of a Stronger Service Culture
By Ron Kaufman Posted on 20 September 2015
Building a strong and sustainable service culture takes time. But leaders often want to know much earlier if their efforts and investments are working. So what is the first thing you can measure to see […]
Revolutionizing Service Culture in the Healthcare Industry
By Ron Kaufman Posted on 27 August 2015
Why a Paradigm Shift is Needed and How to Get One Started What’s happening in the industry? In recent years the healthcare industry has undergone – and continues to undergo—massive changes. Treatment options have grown […]
Are You a Compulsive Consumer or a Connected Contributor? (Part One)
By Ron Kaufman Posted on 14 July 2015
This post is from Ron Kaufman’s upcoming new book, The Joy of Service. The Consumer to Contributor Continuum People who live in developed societies are routinely referred to as “consumers.” From a business and marketing […]
Are You a Compulsive Consumer or a Connected Contributor? (Part Two)
By Ron Kaufman Posted on 14 July 2015
This post is from Ron Kaufman’s upcoming new book, The Joy of Service. Read Part One now… Every time you consume something, you have an opportunity to connect and contribute to someone else’s experience of […]
Transforming Service in the Telecom Industry: Why It’s Needed and How to Make It Happen
By Ron Kaufman Posted on 16 June 2015
Telecommunications companies used to be cash cows: massive, often government-linked monopolies that provided essential connectivity services and reliably churned out cash. But this world is rapidly changing, if not already gone.
How to Increase Productivity and Improve Service Simultaneously (and Easily)
By Ron Kaufman Posted on 8 April 2015
Many people think of improving service and improving productivity as diametrically opposing objectives. Increasing productivity means doing more with less, which means reducing service levels. Meanwhile, upgrading service means doing more than before, which causes productivity declines.
These views may be common sense, but they are also incorrect. Improving service and productivity go hand in hand and are easy to accomplish when you have the right understanding of what service really means.
Make ’Em Say Wow: Tips for Building a Strong Service Team—Part Two
By Ron Kaufman Posted on 24 March 2015
Your organization is going to get some sand in the gears, and when that happens, it’s your job to keep your people focused and enthusiastic. How do you do that? You find opportunities to educate. You recognize individual successes. You role model what needs to happen and then recognize when other people act as role models. You acknowledge service achievements.
Read on for six tips on how you can strengthen your team by keeping them motivated to provide uplifting service.
Make ’Em Say Wow: Tips for Building a Strong Service Team — Part One
By Ron Kaufman Posted on 10 March 2015
In this two-part blog series, I’ll provide tips on how you can strengthen your service team.
Here, in Part I, we’ll take a look at the steps you can take to make it easier for your employees to provide great service to your customers or clients.
We love receiving great customer service. That’s no surprise. But did you know that great service can actually elicit a physical reaction? A recent American Express Service Study found that 63 percent of its 1,620 respondents said they felt an increased heart rate when they just thought about great service. And for 53 percent of those studied, great service caused them to have the same cerebral response that results from feeling loved. The trick, of course, is developing a customer service team that has the skills to provide such an overwhelming reaction amongst your customers.
4 Rules for Getting It Wrong – and Getting It Right – in Building a Service Culture. Part Two
By Ron Kaufman 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 […]
4 Rules for Getting It Wrong – and Getting It Right – in Building a Service Culture. Part One
By Ron Kaufman 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 […]