Business Growth and Success Require CLARITY
Uplifting Service | Customer Service Experience Blog
by Buzz SCION
1y ago
https://RonKaufman.com/Subscribe In the 1990s, the government of Singapore had a big problem. And I was hired to help solve it. Here’s what I learned – and why it matters for you. When I first arrived in Singapore, the county was a crossroads. Their manufacturing was moving to China and their back office was leaving for India – and the Singapore needed new way to distinguish their country in a global economy. They settled on service. And they brought me in to help retrain their population for service jobs. Here’s one of the first lessons I learned: Everyone has a different definition of s ..read more
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How to Help Your Team Make Better Decisions
Uplifting Service | Customer Service Experience Blog
by Buzz SCION
1y ago
https://RonKaufman.com/Subscribe It’s hard to empower your team if you don’t trust their ability to make the right decisions. Here’s the solution… in the video below. Empowerment is a common buzzword in leadership circles. But actually, empowering your team can feel really difficult. That’s because giving an employee more freedom and authority comes with a big helping of added risk. What if they make a mistake? What if they make a bad decision? These are totally rational fears – and yet you cannot allow yourself to be limited by them. Here’s how to get over them: Focus first on enabling y ..read more
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How to Measure What Matters When It Comes to Customer Experience
Uplifting Service | Customer Service Experience Blog
by Buzz SCION
1y ago
https://RonKaufman.com/Subscribe A better customer experience means more loyalty, more revenue, and a better all-around financial performance… right?? Yes, but… here’s the problem with this equation. Performance indicators like revenue, profitability, market share, or lifetime customer value tell leaders a lot about the health of the organization. But they are not measures that have much to do with the daily actions your employees take. There’s very little most employees can do on a day-to-day basis directly impact your organization’s profitability or market share. But there’s a lot ..read more
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How to Build a Business that Serves and Uplifts
Uplifting Service | Customer Service Experience Blog
by Buzz SCION
1y ago
https://RonKaufman.com/Subscribe It’s time to acknowledge an important truth – business can and should do more. For decades, profit and shareholder value have reigned supreme as the top priorities of most businesses. The result has been lots of wealth, productivity, and technological advances… but often at the expense of the very customers, employees, and communities that the business depends on for its existence. What about now? Customers and employees want to do business with organizations who reflect their own values. And in an increasingly competitive global market – they have other op ..read more
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How to Stay Ahead of Customer Expectations
Uplifting Service | Customer Service Experience Blog
by Buzz SCION
1y ago
https://RonKaufman.com/Subscribe The field of customer service has evolved. Has your organization kept up? The marketplace today is global, rapidly changing, and hypercompetitive. To stay ahead your organization must be constantly innovating. That means more than improved products, expanded products lines, more efficient operations, and more effective marketing. If you’re not innovating on service, you’re being left behind. That’s because customer expectations are always changing. And to meet and exceed them, your service must keep improving, evolving, and adding additional value for your ..read more
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Use the Six Levels of Service to Exceed Customer Expectations
Uplifting Service | Customer Service Experience Blog
by Buzz SCION
1y ago
https://RonKaufman.com/Subscribe How to delight your customers every time they interact with your business. Organizations looking to level up their service often make this mistake: They focus first on their internal processes, operating procedures, and team behaviors. The problem? None of that can tell you what’s most important when it comes to service — how your customer experiences the service you provide. That’s why one of the FIR frameworks I teach new clients and their teams is the Six Leves of Service. The Six Levels of Service helps you understand how good or bad your service is rig ..read more
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How to Build Better Communication Throughout Your Organization
Uplifting Service | Customer Service Experience Blog
by Buzz SCION
1y ago
https://RonKaufman.com/Subscribe Communication is essential to achieving your organizational goals. And that means that everyone on your team must share a common service language. This language ensures that each employee knows what the organization means when they talk about service excellence and it helps guide their decision about how to deliver exceptional service. So what’s your role? As a leader, you need to promote this common service language. It doesn’t take much to establish a common language, but it needs to be used consistently, throughout the organization, over time. A big part ..read more
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Set a New Service Standard for Your Industry
Uplifting Service | Customer Service Experience Blog
by Buzz SCION
1y ago
https://RonKaufman.com/Subscribe Benchmarking is a great way to measure your organization’s performance against industry standards. But if you’re looking to others in your industry for service inspiration, then you’ll always be chasing the competition. What to do instead? Benchmark your service using organizations outside your industry. How your customers experience your service depends a lot on their expectations. So to rise above their expectations, you’ll need to offer service experiences that add value in unexpected ways., and when you do, you’ll find that your organization becomes the ..read more
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How to Step Up and Make a Difference in Your Business, Your Life, and the World
Uplifting Service | Customer Service Experience Blog
by Buzz SCION
1y ago
https://RonKaufman.com/Subscribe My team and I don’t offer customer service “training.” Instead, we provide education that supports self-sustaining service cultures. Here’s why that distinction matters… Strong service cultures are ALWAYS improving. They have to, because industry standards and customer expectations are always evolving. To meet (and exceed!) those expectations, your team needs to be educated and empowered to make a difference when it comes to service. A culture and mindset of continuous improvement is essential to your organization’s future success. And it’s also a path to m ..read more
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How Good Leaders Smooth the Way for Service Improvements
Uplifting Service | Customer Service Experience Blog
by Buzz SCION
1y ago
https://RonKaufman.com/Subscribe What will you do today to make your employees’ jobs easier? If you’re not thinking about this question every day, then you’re falling short on a key element of your leadership role. As a leader, your primary job isn’t to tell others what to do. It’s to clear a path and then get out of the way. Every team and organization have rules, policies, processes, or operating procedures that impede good service. Great leaders remove those roadblocks whenever possible. That means listening to your team, being open to new ideas, and getting creative about solutions and ..read more
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