The Entrance Gate to Superior Service

Băneasa Shopping City – Underground Parking Project. This project is build to create an emotional connection with customers by conveying a pleasant, clear, intuitive experience in the underground parking. About Băneasa Shopping City With an area of over 85,000 square meters, Băneasa Shopping City is one of the largest shopping areas in România.  Located in

Enjoy Ron Kaufman: Leading Global Keynote Speaker on Service Excellence

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Enjoy this complete keynote speech by Ron Kaufman at the Swiss National Excellence Awards in Lucerne, Switzerland on Uplifting Service Culture. Ron Kaufman is rated one of the “Top 25 Hot Speakers” by the National Speakers Association – and this keynote speech shows why. Watch as this audience of conservative industry CEOs are captivated by

Fix Your Perception Points to Improve Your Customer’s Experience

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Fine Tune Your customer service Perception Points

  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 build relationships with customers. But what truly differentiates your organization from the rest? Customers today are not just buying

A Powerful (and Simple) Approach to Hiring New Staff Who Make Your Culture Stronger

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  A successful service culture requires your people to collaborate with each other internally and exercise the partnership skills to create greater value for external clients. How do you find and hire such people? This is a critical question. New Staff Recruitment is a key Building Block of a strong and sustainable service culture. In

In the Ocean of Life, a Little Service Means a Lot

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What have you done today to put a smile on someone else face? Have you given a little thought, put in a little effort, in an attempt to uplift someone else? Or are you too busy with your day-to-day affairs, too absorbed with what you need to do, too focused on yourself that you fail

Small Things are a Big Step Towards Excellence in Service

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Recently, I was visiting a company to demonstrate UP! Your Service and the CEO said to me, “We want to achieve world-class standards in our service. How can your company help us get there?” Caught between making a first good impression with the senior leader and being truthful to myself, I deliberated for a few

New Audiobook Uplifts Your Reading and Your Service

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Imagine doubling or tripling your available reading time without adding hours to your day? I discovered audiobooks a few years ago and now read (well, listen) to several hours of books every day – while exercising, while walking, while traveling. Now “downtime” has become truly enjoyed and appreciated reading time. And just like home where

LUX* Resorts – Case Study in World's Leading Services Marketing Textbook

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LUX* Resorts: Staging a Service Revolution in a Resort Chain  LUX* is a successful hospitality group operating in the Indian Ocean as well as other locations. In its previous incarnation, the company suffered from poor financial performance, poor service quality and a weak brand. A change in the leadership of the company led the group

The 4Es to Cultivating Service Mindset

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We often hear leaders say, “We want our people to have a better service mindset.” What is a mindset? Here is one example. People often describe other people as either ‘glass half full’ or ‘glass half empty’. What they are referring to is a mindset, a fundamental way to view the world. Mindset includes a

NIIT Technologies – B2B Technology Industry Case Study in Service Revolution

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NIIT Technologies was widely viewed as a reliable company with excellent talent. The company was trusted to deliver well on clearly defined Service Level Agreements (SLAs). But the future was changing for NIIT Tech and for the IT industry as a whole. The original value proposition for the Indian IT software and services industry was