UP! Your Service - Blog

Shifting from Service Process to Customer Experience: Challenge #2 of 5

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Jeff Eilertsen offers service performance insights to address five essential service challenges every organization must successfully address. In this interview with Ron Kaufman, Jeff discusses the second challenge, Shifting from Service Process to Customer Experience. […]

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Top Take-Aways from 2019 Salesforce State of Service

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Salesforce is the fast-growing, always changing, cloud based platform that started as a CRM and today includes Commerce Cloud, Sales Cloud, Service Cloud, Data Cloud, Marketing Cloud, Community Cloud, Analytics Cloud, App Cloud, and through […]

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Gathering the World inside JEWEL at Changi Airport, Singapore

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Inside one of the new wonders of the world, JEWEL at Changi Airport in Singapore. A cascade of water pours down 40 meters from roof to basement, creating the world’s largest indoor waterfall. Please share […]

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Questions & Answers on The Future of Service Excellence

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The largest English language news service in Romania posed these insightful and provocative questions. In this video, Ron Kaufman answers them all! 1. How do you see the future of customer service in those industries […]

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R.I.P. Tony Buzan, Memorial Appreciation

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R.I.P Tony Buzan, 1946–2019. Creator of the MindMapping Technique, founder of World Memory Championship, author of 80 books, educator, innovator, good friend. Thank you for all your uplifting service and contributions to humanity. Rest in […]

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Different people value different things (gasp!)

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Heard on the Streets with Sean Brown During 2018, I heard several service issues repeated in organizations across the United States, Canada, and Latin America. One common and concerning issue is differing service attitudes and […]

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Uplifting Customer Service: A Job from the Inside Out

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The immediate assumption when we talk about “improving customer service” is that we refer to the activities of customer-facing team members who directly “serve” our external customers, clients, buyers, suppliers, guests, users, attendees, diners, students, patients, etc.

And in fairness, most service education is indeed intended for those who “face” customers – improving the quality of service for those who pay for our services.

But seeing service improvement as mostly a frontline, customer-facing issue will not foster the development of an uplifting service culture where all employees embrace the goal of constantly adding value for others.

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Setting Effective Service Standards: Challenge #1 of 5

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Enjoy this interview with Jeff Eilertsen who leads the Client Success team at UP! Your Service with 25 years’ experience improving service and leadership in organizations around the world. As a consultant, keynote speaker and […]

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An Uplifting Story: The “Luggage Boy” and his Zipper Dance

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The SM Store in the Philippines is an exemplary example of the power of building a Common Service Language throughout an organization. A strong Common Service Language has the potential to uplift the spirit of […]

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Adding Service Value at Salesforce World Tour in Sydney, Australia (video compilation)

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Join me for an intense and uplifting day in Australia, packed with insights and innovations about technology, learning, and careers transformation to make service and society better. You can get all the details online, but let me tell […]

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