UP! Your Service - Blog

Are you building powerful partnerships where you work?

By Posted on 14 March 2017

Each time you explore, agree, deliver and assure, the possibility for trust grows between you and the other party. In fact, this may be the only way human beings can build trust with one another.

1. EXPLORE: Find out what is important to the other person.
2. AGREE: Make a promise to do something on their behalf.
3. DELIVER: Do what you promised.
4. ASSURE: Check and make sure they are satisfied.

Are you building powerful partnerships where you work?

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Can Customer Service Be Improved By Closing Your Doors?

By Posted on 6 March 2016

Sometimes being closed is the best service of all. Around the world, businesses are choosing to stay open longer hours and more days. This includes retailers, banks, brokerages, call centers and service centers. Major holidays, […]

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The Most Popular Blog Posts of the Year (so far…)

By Posted on 30 July 2014

Here are the Six Most Popular Service Blog Posts of the year (so far). Each provides content and context with tools and tips you can apply right away. Take these now and share them with the leaders in your organization.

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What’s behind Ron Kaufman’s most popular keynote speeches?

By 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!

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How to Turn an Airline Flight Delay into Customer Loyalty

By Posted on 3 April 2014

Each time a flight is cancelled, it’s an opportunity to irritate 300 captive customers–but it’s also a chance to turn them into understanding, passionate loyalists and recommenders.

A couple of months ago, I was on the wrong side of that equation…

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What are the 9 (plus 1) Behaviors of Truly Loyal Customers?

By Posted on 3 February 2014

There is a big difference between customer satisfaction and customer loyalty.

Customer satisfaction is an opinion, assessment, snapshot. It’s the answer to the question, looking back in time, “Are you happy with what we have done for you?” Have we met your expectations? Have we fulfilled the conditions of satisfaction? In fact, the traditional definition of customer satisfaction has been “meeting customer expectations”.

But there is an assumption in organization’s pursuit of customer satisfaction that has been proven false. It is not always true that a satisfied customer will also become a loyal customer. Today many organizations can “meet customer expectations”. Satisfying customers has become the norm, a minimum for staying in business. But satisfaction does not mean the customer will be loyal!

So what is customer loyalty, and how do you earn it and keep it for your organization?

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The Many Fields of Service

By Posted on 4 July 2012

My entire professional life has been in Sales and Marketing. In the early years, I juggled the responsibilities of single motherhood and of a working professional.

Each day when my children were young, I would pick them up from school, and we would share stories about the day. Many days as a Regional Sales Manager, my days were spent in the car. The freeways of Southern California were my office, as I would work with the members of my team, preparing for, and debriefing from client meetings.

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Do Customers Trust You Enough to Accept Your Advice?

By Posted on 18 June 2012

Three years ago, Ingrid Lindberg arrived at global health insurance giant Cigna and spearheaded an effort to help the company become truly customer focused. As the chief customer experience officer, Lindberg came into an environment that was certainly competent and caring. In fact, 10 percent of Cigna’s thirty-thousand-person workforce are clinicians—nurses, behavioral health specialists, substance abuse experts, and so on—who work to influence the well-being and health of employees (whom they call customers) in the companies they serve (what they call their clients).

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Leveraging the Online Service Experience of Customers

By Posted on 29 February 2012

Many of us can recall a story about poor customer service that went viral on the Internet. (Think United Airlines and guitars, or Federal Express and computer monitors.) These negative stories have become legends. Unfortunately, we don’t find as many stories going viral about outstanding quality service.

In addition to these legendary stories are more day-to-day examples of how online information has changed the face of service. Nearly every company, product or service has information and opinion about it circulating on the Internet. This includes a wide range of commentary on the level of service and service experiences you provide. And it may even include outside sources, completely unknown to you, who provide service for your products.

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How to Uplift Angry Customers

By Posted on 29 September 2011

Occasionally, into each life, a little rain must fall… in this case, the “rain” is an unhappy customer; this isn’t an “if”, it is a when. When you are in business, and you deal with customers, be it internal customers (employees), external customers (paying customers and clients), or your service partners (distributors, vendors, etc) – eventually someone will feel unheard, uncared for, or mistreated. Should this unhappy customer ruin your day?

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