UP! Your Service - Blog

Gaining Buy-In for Your Culture Change

By Posted on 16 November 2016

How can leaders effectively create a service culture transformation and ensure that all employees not only adopt, but also, embrace this change? Change can be disruptive and is often stressful. As a result, many people […]

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Rewire Your Culture Around Service—and Fix Your Toughest Problems Once and for All

By Posted on 3 December 2014

Global service guru Ron Kaufman explains why rewiring your culture around meaningful service can create happy customers, engaged employees, and increased profitability in 2015. Here, he shares the seven rules of service leadership that will get you started.

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Human Resources: Take the Next Step Up and Serve the Customer

By Posted on 24 November 2014

You can watch this blog post on Video here. (8:35) Traditionally, Human Resources has been considered an internal function whose role is attracting, developing, retaining, rewarding, and generally serving employees. This traditional view prevents many […]

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A Managers Guide to Exploring Service Culture Change

By Posted on 10 July 2014

When staff members struggle to adopt a new way of thinking, system, or tool, the problem is usually not the approach, system or tool itself. Often, it is the underlying need for cultural change that creates reluctance. I once managed the implementation of a new CRM system in a large organization. The software and tools worked fine. It was the change required in peoples’ process, relationships, and habits that challenged the success of this project.

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Launch from the Top Down and from the Bottom Up

By 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 […]

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Nintendo, It’s Time to Listen to Your Customers

By Posted on 2 March 2014

Nintendo is one of the names in computer gaming. Whilst companies like Sega, Atari, Philips, etc. have entered and exited the console market with varying degrees of success across the last 20 years; Nintendo has held its own against all comers.

But their latest consoles aren’t having the same impact. The Wii U has lost ground to Sony and Microsoft as limited hardware fails to appeal to hardcore gamers and while grandparents were keen to get involved the first time round; it turns out they aren’t becoming addicted to the endless upgrade cycle like traditional gamers.

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"The Seven Rules of Service Leadership" – Live Workshop Keynote

By 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.

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Leading from All Levels in Your Organization

By 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.

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Five Types of Leaders in a Customer Centricity Initiative

By Posted on 6 February 2012

In my last blog post, I described the six most common reasons why customer centricity initiatives often fail. One of these is the lack of commitment demonstrated by senior leaders in the organization.

Here at five types of leaders you see most often, and their level of involvement:

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Why is Leadership Support so Elusive?

By Posted on 24 January 2012

I have been in the field of training, leadership, and organizational development for over 20 years. Through all these years, I have heard a one message (and complaint) from practitioners, consultants, authors and gurus: for cultural change to succeed, top leadership must support it. It’s amazing. This message is so consistent. And there is so much evidence to prove it!

Yet the issue persists as a key barrier to successful culture change.

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