FIVE MAJOR MISTAKES TO AVOID IN 2014

2014

2014 will bring changes, opportunities and dangers for your business. Industries are collapsing, careers are converging, and work is migrating or disappearing altogether. Each of us must orient ourselves in a world of constant disorientation, and find new ways to create value and provide service to others. Make the right choices and next year will […]

WHAT ARE THE 9 (PLUS 1) BEHAVIORS OF TRULY LOYAL CUSTOMERS?

Loyal Customers

There is a big difference between customer satisfaction and customer loyalty. Customer satisfaction is always 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 […]

YOUR SERVICE VISION HAS GOT TO BE ENGAGING! (PART ONE)

Ron Kaufman

An Engaging Service Vision energizes everyone to focus and fulfill a powerful promise of service.A boring service vision puts people to sleep. An Engaging Service Vision wakes people up, turns people on, and poses a possibility that each team member can understand, embrace, and strive to achieve. It doesn’t matter whether you call this phrase […]

Five Keys to Creating an Uplifting Service Culture

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Recently I was walking through a distribution warehouse to meet a client. Hanging on the wall were safety posters instructing employees how to lift heavy boxes. Most of us have seen these posters many times. This was the first time I stopped to read one. “Ron, are you ready to get started with the meeting?” […]

Disney Dreams Demonstrate Customer Service Excellence

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Disneyland puts on an extravaganza of lights, fireworks, characters, and special effects called “Fantasmic” every evening. In the performance, Mickey Mouse has a dream with all his friends singing and dancing with joy. As my daughter and I watched, suddenly the dream turned into a nightmare, and many evil characters came to life with raging […]

Top 10 Signs Your Service Disappoints

Gold top 10 winner

Many executives I meet with simply can’t see the writing on the wall, assuming because they haven’t heard many complaints about their service, everything must be okay. That’s a dangerous position for the present and the future. Wondering if I might be referring to a company like yours? Here are the top ten signs your […]

The Six Levels of Customer Service

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Last month I met a client in Indonesia. We went to lunch at a nearby mall where music poured into the public area from every shop. Just as we passed one storefront, the music stopped and the shopkeeper let out a growl. I looked inside and saw something most of us have not gazed upon […]

Six Common Reasons Why ‘Customer Centricity’ Initiatives Fail

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Over the many years of working with organisations to help them become ‘customer centered’, I have witnessed a number of successes as well as failures. By understanding why these well-intentioned initiatives fail and looking for common causes we are able to address them early in the planning process for future initiatives and thus increase the odds of […]