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.”
What’s behind Ron Kaufman’s most popular keynote speeches?
By Ron Kaufman Posted on 10 June 2014
In these short videos, Ron Kaufman explains the rationale, insights, and big ideas behind his three most popular keynote speeches: The Service Keynote, The Leadership Keynote, and The Culture Keynote.
You can enjoy a sampling of all three keynotes this five-minute compilation. Enjoy!
Launch from the Top Down and from the Bottom Up
By Ron Kaufman Posted on 8 June 2014
When you build an uplifting service culture in a large organization, senior leaders must initiate the process. But ultimately all levels of leadership must embrace the project from the executives in the board room to […]
Promote a Service Vision and a Common Language to Eliminate Culture Roadblocks
By Ron Kaufman Posted on 8 June 2014
Disconnects can easily occur across departments, and between levels in a large organization. For example, managers may focus on service metrics, benchmark scores and share of wallet, while frontline workers talk about today’s schedule, a […]
The Six Signs of a Second Rate Service Culture
By Ron Kaufman Posted on 22 February 2014
In our work with organizations all over the world, we encounter six signs of substandard service culture. Each of these signs can defeat the best intentions of service leaders and degrade the best effort of service providers. Do any of these signs look or sound familiar to you?
Building a Culture of Service Excellence
By Mandeep Chahel Posted on 22 February 2014
We all live in a world of service. Most of our interactions involve serving others in some way. Service is simply taking care of the needs or concerns of those around us. We define service […]
"The Seven Rules of Service Leadership" – Live Workshop Keynote
By Ron Kaufman Posted on 4 February 2014
In my experience working with leaders of many of the world’s outstanding service organizations, I have discovered seven essential rules these leaders always follow. Some leverage the power of one rule more than another, and you may do the same. But each of these rules is essential to lead your team to success.
In this video, captured live in a Service Leadership Workshop held in Abu Dhabi in the UAE, Ron Kaufman shares examples, ideas, and suggestions for putting these rules to work – where you work.
Five Major Mistakes to Avoid in 2014
By Ron Kaufman Posted on 23 December 2013
2014 will bring changes, opportunities and dangers for your business. Industries are collapsing, careers are converging, and work is migrating or disappearing altogether. Each of us must orient ourselves in a world of constant disorientation, and find new ways to create value and provide service to others. Make the right choices and next year will be your best year yet. Make these 5 mistakes and things will be more difficult for your business and your life.
Leading from All Levels in Your Organization
By Ron Kaufman Posted on 29 April 2013
If your company is going to pursue building an uplifting service culture, leadership must initiate and support the process. But service leadership must be extended and ultimately embraced at all levels of the organization. Let’s take a closer look at how to lead from all levels.
My Grandmother was unusual. Who was yours?
By Ron Kaufman Posted on 27 March 2013
Unusual people and events have powerfully shaped my life, and the lessons I’ve learned from them are the roots of my unrelenting passion. My grandmother was my earliest inspiration. She taught kindergarten in New York City for 40 years, and when I visited her class, I felt like the most important person in the world. My grandmother made everyone feel like the most important person in the world.