UP! Your Service - Blog

Use Technology to Enhance Customer Experience

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Smart service providers are using technology to delight customers, become more efficient when serving customers, and recover customer loyalty when things do go wrong. Here are three ways you can use technology to enhance your […]

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The Six Disruptors of Customer Experience

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UP! Your Service is a global education and consulting company. We help leaders and companies all over the world achieve two primary outcomes: First, improve your customer’s experience – to help you attract customers, keep […]

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What Action Should I Take to Create More Value?

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 Service is taking action to create value for someone else. So which action should you take? You can take action in person, face to face, where you work, or where your customer works or […]

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Interview with CEO of Fiji Airways and Ron Kaufman, Chairman of UP! Your Service

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Enjoy this engaging and revealing interview with FIJI Airways CEO Andre Viljoen and Ron Kaufman, founder of the global education and consulting company, UP! Your Service.

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Introduction to The 12 Building Blocks of Service Culture

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The 12 Building Blocks of Service Culture shape the environment, experience, and enthusiasm of your team. Working with UP! Your Service, we help you assess your current activities, select areas for improvement, and develop a […]

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4 Reasons Why Perception (vs. Process) Delivers Service Excellence

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In a previous article, we explored the difference between Perception Points vs. Process Points in Service Delivery. Focusing on process improvement is a key strategy for business success. What started as an initiative in manufacturing […]

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Oracle CX Factor includes Ron Kaufman’s Questions for Senior Leaders at IBX and Clorox

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Independence Blue Cross shapes Healthcare for the Future How does Independence Blue Cross shape customer experience? By exceeding consumer expectations says Brian Lobley, President of Commercial and Consumer Markets at IBX. Listen for Brian’s reply […]

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What is Service Education?

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Service education leads to creative thinking and practical action. This action produces new and greater service value. What happens in effective service education?

1. A new understanding of service value
2. Colleagues learn and apply a common service language
3. Personal behavior models beliefs
4. Taking new and valuable actions

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Fix Your Perception Points to Improve Your Customer’s Experience

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What differentiates you from your competitors? How can you stand out from the crowd? Look hard into what your organization provides: your products and services, your delivery systems, your employee’s attitudes and the way you […]

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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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