The end of the calendar is a season for celebration and giving of gifts across cultures and religions. Whether we celebrate the season socially, commercially, or spiritually, we understand this is a special time to do something nice for someone else. ‘Someone else’ could include our circle of family and friends, those we work with,
The focus on ‘going digital’ and ‘digital experiences for customers’ continues to increase at a rapid pace across industries. We often hear that in this age of digitization, “customer service” is becoming less and less important.
In our view, that’s because “customer service” is too often defined as the interactions between our frontline staff and customers.
We define service as “taking action to create value for someone else” – and feel that service is even more important now throughout an organization, because employees across so many levels and functions are involved in creating digital experiences.
Four Rules for Engineering a Service Revolution Improving service quality in a large organization can be difficult – and it can take a long time. But we have experimented with many approaches for the past 20 years, and we have discovered a small number of key principles that dramatically improve your chances of success in
This article cites research in collaboration with Professor Jochen Wirtz. (Read Part One here) Rule 3: Don’t take small steps. Instead, go big and go fast to create a groundswell of support for a service revolution. Rule 3: Getting It Wrong A large software company engaged us to help improve service to customers and partners
This article cites research in collaboration with Professor Jochen Wirtz. Building a superior and sustainable service culture is a vital and complex project that can deliver positive social consequences and lasting commercial results. Many elements will contribute to the success or failure of your service culture building program. Getting It Right means doing what works
This article first appeared in Contact Center Pipeline, written by Susan Nash. Does your culture support the behaviors to deliver great service? There has been a lot of buzz lately about culture in the industry trade news (including Pipeline), as well as the general business media, conferences and in social media discussions. It seemed fitting
This interview with Ron Kaufman was written by Preeti Dawra and published MintAsia. Do cultures differ in how they define and deliver service? Different countries have different service standards and expectations. For example, Americans tend to be gregarious and outgoing while the English tend to be more conservative and reserved. These are cultural standards that
This article was first published by MINTASIA. Written by Preeti Dawra. Ron Kaufman on why companies whose cultures aren’t built around the eagerness to delight the customer won’t survive. A few years ago, Air Mauritius struggled with a $30 million loss, mediocre service ratings, and bad staff morale. Thanks to a dramatic culture shift, it’s
Yes, there is a proven path to Service Excellence. But following that path requires overcoming difficulties along the way. This short video shows the challenges leaders and companies must tackle when building a strong and sustainable service culture. Watch now, then comment below. If YouTube does not play in your region, you can watch the
Download Service Culture Assessment with 31 Insightful Questions Do you want to: 1. Dramatically improve service performance to customers and between colleagues? 2. Differentiate from your competition based on the quality of your service? 3. Get immediate service results, build a stronger service culture, and make them both enduring? If you answered ‘Yes’ to any