UP! Your Service - Blog

‘Tis the Season to be Giving

By Posted on 22 December 2015

The end of the calendar is a season for celebration and giving of gifts across cultures and religions. Whether we celebrate the season socially, commercially, or spiritually, we understand this is a special time to […]

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Does Service Culture Matter in a Digital World?

By Posted on 25 November 2015

The focus on ‘going digital’ and ‘digital experiences for customers’ continues to increase at a rapid pace across industries. We often hear that in this age of digitization, “customer service” is becoming less and less important.

In our view, that’s because “customer service” is too often defined as the interactions between our frontline staff and customers.

We define service as “taking action to create value for someone else” – and feel that service is even more important now throughout an organization, because employees across so many levels and functions are involved in creating digital experiences.

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Engineering a Service Revolution: How to Build a Strong Service Culture – Fast!

By Posted on 24 November 2015

Four Rules for Engineering a Service Revolution Improving service quality in a large organization can be difficult – and it can take a long time. But we have experimented with many approaches for the past […]

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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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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 interview with Ron Kaufman was written by Preeti Dawra and published MintAsia. Do cultures differ in how they define and deliver service? Different countries have different service standards and expectations. For example, Americans tend […]

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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. A few years ago, Air Mauritius […]

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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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Service Culture Assessment: “Do You Have an Uplifting Service Culture?”

By 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. […]

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