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 […]
Creating a Customer Focused Culture
By Ron Kaufman 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 […]
There is a Sense in India that Talent is Replaceable, and So Are Customers
By Ron Kaufman 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 […]
Helping Make the Cultural Shift in Large Organizations
By Ron Kaufman 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 […]
There is a Proven Path to Service Excellence
By Ron Kaufman 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 […]
Service Culture Assessment: “Do You Have an Uplifting Service Culture?”
By Ron Kaufman Posted on 22 December 2014
Download Service Culture Assessment with 31 Insightful Questions Do you want to: 1. Dramatically improve service performance to customers and between colleagues? 2. Differentiate from your competition based on the quality of your service? 3. […]
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.
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.