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7 Top Trends from 2018 Smarter Services Symposium

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Service Council’s 2018 Smarter Services Symposium was held in Chicago with 250 delegates representing 100+ service organizations all gathering under the theme: “Service is Humanity”. Topics included disruptive technology, uberization of the workforce, data analytics, […]

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Join Ron Kaufman at Dreamforce 2018 in San Francisco

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Dreamforce is an annual user conference hosted by Salesforce in San Francisco, bringing together thought leaders, industry pioneers and thousands of marketing professionals. Members of the Salesforce customer base attend the conference to hear keynote […]

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Join Ron Kaufman at Service Council’s 2018 “Smarter Services Symposium” in Chicago

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 Join me at the Service Council 2018 Smarter Services Symposium in Chicago on September 17, 18, 19, 2018. This Symposium is a gathering of the world’s leading customer service, customer experience, and customer loyalty […]

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Innovation and Process: What Football Teaches Us About Customer Experience

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A friend of mine, the Head of a Middle School, wrote the following as part of his weekly letter to parents. He is working hard to balance change and innovation demanded by modern times with the tradition and process long revered in student education. His message also rings true for service innovation in business and government organizations:

“When Brazil defeated Italy in 1970 for their third World Cup in 12 years, football aficionados claimed it was the greatest team ever with the greatest player ever, Pele. Four years later, it was the West Germans who defeated the Dutch in Munich to seize the World Cup, led by their brilliant defenseman, Franz Beckenbauer.

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How to Use Service to Charge Higher Prices and Grow Market Share in a Price Sensitive Market

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Indian telecommunications is one of the most commoditized, competitive, and chaotic markets in the world. Hundreds of stores sell identical phones and tablets. Price competition is intense. Customers are spoiled for choice. In this challenging […]

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5 Stealth Ways to Make Air Travel More Fun

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This article was published by Chester Elton on LinkedIn. I have flown millions of miles on several airlines, which means some weeks I spend more time in the air than on the ground. While most […]

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Service Creativity in a Coffee Cup

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The customer service superstars at LUX* Cafe in Maldives have done it again! Check out these amazing cappuccino foam creations.

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