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Uplifting Service
- The Proven Path to Delighting Your Customers, Colleagues, and Everyone Else You Meet
- Narrated by: Adam Danoff
- Length: 7 hrs and 30 mins
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Publisher's summary
We are deep in a service crisis. In the operating room, surgeons and their teams communicate in a very precise language; airplane pilots follow a strict protocol to take-off and land safely every time; and, when launching a new product, companies lay out a plan that all employees follow. But when it comes to building a strong service culture, the path to success is usually much less clear. We relegate service to a single department guided by anecdotal wisdom and less-than-helpful cliches like "the customer is always right."
With global economies transforming at record speed, we are largely unprepared for the service demands we face day and night from around the world. We promise our customers satisfaction and then allow internal politics and inefficient methods to frustrate our ability to deliver. With service so much a part of our daily lives, both in and outside the workplace, why aren't we doing it better?
In this New York Times, USA Today, and Amazon.com best-selling book, Kaufman lays out the steps you can take to build a sustainable culture that delivers outstanding service every day. He offers the tools and practices that have been proven effective in businesses, governments, communities, and homes; on every continent; and in many languages. Through perspective changing insights and case studies, you will learn how the world's best performing companies have changed the game through service - and how you too can follow this proven path to an uplifting transformation.
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- New Ideas on How to Keep Delivering Extraordinary Results
- By: Mark Sanborn, Margaret Kelly - foreword
- Narrated by: Stephen Bel Davies
- Length: 4 hrs and 40 mins
- Unabridged
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Nine years ago, best-selling author and business consultant Mark Sanborn introduced the world to Fred, his postman, who delivered extraordinary service in simple but remarkable ways. Fred’s story inspired millions. Companies - even, cities - were inspired to turn the ordinary into the extraordinary each day. Today, with stiff competition from the networked global economy, delivering extraordinary results is more important than ever. With Fred 2.0, Mark not only revisits the original Fred to gain new insights, but also equips all of us with new strategies to achieve more.
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Excellent extension of The Fred Factor
- By Mike Henry Sr. on 02-07-15
By: Mark Sanborn, and others
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What Customers Crave
- How to Create Relevant and Memorable Experiences at Every Touchpoint
- By: Nicholas J. Webb
- Narrated by: James Foster
- Length: 7 hrs and 1 min
- Unabridged
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The best companies in the world discover what their customers desire - and then deliver it in memorable and deeply human experiences. How well do you know your customers? What Customers Crave examines how the hyper-connected economy is radically changing consumer expectations, and reveals what companies need to do to stay on top. The solution rests on two simple questions: What do your customers love? What do they hate? Find the answers, and you're well on your way to success
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Must read if you are looking for a way to improve your business
- By Anonymous User on 05-06-20
By: Nicholas J. Webb
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Peak
- How Great Companies Get Their Mojo from Maslow (Revised and Updated)
- By: Chip Conley
- Narrated by: Brian Sutherland
- Length: 10 hrs and 28 mins
- Unabridged
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Peak is the popular, transformative guide to doing business better, written by a seasoned entrepreneur/CEO who has disrupted his favorite industry not once but twice. Author Chip Conley, founder and former CEO of one of the world's largest boutique hotel companies, turned to psychologist Abraham Maslow's Hierarchy of Needs at a time when his company was in dire need.
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Presentation and attention to detail matter
- By Stephen Estelle on 11-05-19
By: Chip Conley
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Taking People With You
- The Only Way to Make Big Things Happen
- By: David Novak
- Narrated by: Sean Pratt
- Length: 6 hrs and 55 mins
- Unabridged
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David Novak learned long ago that you can't lead a great organization of any size without getting your people aligned, enthusiastic, and focused relentlessly on the mission. But how do you do that? There are countless leadership books, but how many will actually help a Taco Bell shift manager, a Fortune 500 CEO, a new entrepreneur, or anyone in between? Over his 15 years at Yum! Brands, Novak has developed a trademarked program he calls Taking People with You.
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I would like to recommend this book... but can't.
- By Michael on 01-30-12
By: David Novak
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Be Our Guest
- Perfecting the Art of Customer Service
- By: The Disney Institute, Theodore Kinni
- Narrated by: Barry Abrams
- Length: 5 hrs and 26 mins
- Unabridged
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Exceeding expectations rather than simply satisfying them is the cornerstone of the Disney approach to customer service. Now, in honor of the 10th anniversary of the original Be Our Guest, the Disney Institute, which specializes in helping professionals see new possibilities through concepts not found in the typical workplace, is revealing even more of the business behind the magic of quality service.
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Too long and repetitive
- By M. Decker on 03-11-16
By: The Disney Institute, and others
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The Nordstrom Way to Customer Experience Excellence, 3rd Edition
- Creating a Values-Driven Service Culture
- By: Robert Spector, breAnne O. Reeves
- Narrated by: Eric Pollins
- Length: 6 hrs and 14 mins
- Unabridged
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In this new edition of the management classic, the authors explore in-depth the core values of the culture that have made Nordstrom synonymous with legendary customer service. These essential values have enabled Nordstrom to survive and adapt to dramatic market shifts regularly since 1901, and the new edition explains how the Nordstrom approach can be emulated by any organization - in any industry - in every corner of the world.
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Inspiring
- By Carrie Brinton on 01-02-19
By: Robert Spector, and others
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How Did That Happen?
- Holding People Accountable for Results the Positive, Principled Way
- By: Roger Connors, Tom Smith
- Narrated by: Lloyd James
- Length: 9 hrs and 53 mins
- Unabridged
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Drawing on case studies, many from client companies, the authors show how to establish clear expectations and manage the unmet expectations that inevitably occur. And they offer a positive, principled way that engages hearts and minds. This book can help people at every level---from senior executives to front-line workers---enjoy greater productivity, profitability, and job satisfaction.
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HELP - How Can I Get The Lost Hours Back ?
- By Mike on 09-23-09
By: Roger Connors, and others
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Joy, Inc.
- How We Built a Workplace People Love
- By: Richard Sheridan
- Narrated by: Tim Andres Pabon
- Length: 7 hrs and 28 mins
- Unabridged
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Joy, Inc. offers an inside look at how Sheridan and Menlo created a joyful culture, and shows how any organization can follow their methods for a more passionate team and sustainable, profitable results. Sheridan also shows how to run smarter meetings and build cultural training into your hiring process. Joy, Inc. offers an inspirational blueprint for listeners in any field who want a committed, energizing atmosphere at work - leading to sustainable business results.
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Hey Menlo.
- By Stacey Colón on 03-25-16
By: Richard Sheridan
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Everybody Matters
- The Extraordinary Power of Caring for Your People Like Family
- By: Bob Chapman, Raj Sisodia
- Narrated by: Steven Menasche
- Length: 8 hrs and 51 mins
- Unabridged
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Starting in 1997, Bob Chapman and Barry-Wehmiller pioneered a dramatically different approach to leadership that creates off-the-charts morale, loyalty, creativity, and business performance. The company utterly rejects the idea that employees are simply functions to be moved around, "managed" with carrots and sticks, or discarded at will. Instead Barry-Wehmiller manifests the reality that every single person matters, just like in a family. That's not a cliché on a mission statement; it's the bedrock of the company's success.
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A Much Better Read
- By Bob Burton on 12-14-18
By: Bob Chapman, and others
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The Commitment Engine
- Making Work Worth It
- By: John Jantsch
- Narrated by: John Jantsch
- Length: 6 hrs and 17 mins
- Unabridged
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The small-business guru behind Duct Tape Marketing and The Referral Engine teaches listeners how to establish lasting commitment in their employees, customers, and businesses. Why are some companies able to generate committed, long-term customers while others struggle to stay afloat? Why do the employees of some organizations fully dedicate themselves while others punch the clock without enthusiasm?
By: John Jantsch
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Hug Your People
- The Proven Way to Hire, Inspire, and Recognize Your Employees
- By: Jack Mitchell
- Narrated by: James Boles
- Length: 6 hrs and 4 mins
- Unabridged
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In Hug Your People, Jack Mitchell shares his secrets for creating happy employees, secrets as simple as they are revolutionary.
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good book.
- By Chance Woodal on 11-06-22
By: Jack Mitchell
What listeners say about Uplifting Service
Average customer ratingsReviews - Please select the tabs below to change the source of reviews.
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- Christopher
- 08-20-15
This is an uplifting book that walks its talk
Where does Uplifting Service rank among all the audiobooks you’ve listened to so far?
I can't say enough about this wonderful book. It really walks its talk–Ron Kaufman's book takes the service of ... service books ... to another level! He has really thought through what it means to consider service in business—such that it is elevated to an authentic experience and practice that can truly benefit all areas of a person's life.
Ron is able to articulate and break down into steps, what makes great service really great. And I think this is a very impressive accomplishment. What is so great about one service experience, as opposed to another, can seem rather mysterious to me. And yet, he manages to lay it out as a series of steps.
Furthermore, any notion of customer service as lip service, as some inauthentic business process, devoid of relationship to the authenticity of the human beings involved, and their actual feelings, is not here in this book. This is a book about truly living these principles, and the amazing things that can result—in business and in life in general.
What was one of the most memorable moments of Uplifting Service?
The clear articulation of what makes one guarantee meaningless, and another one really meaningful.
What about Adam Danoff’s performance did you like?
Enthusiasm and clarity that match the author's.
If you were to make a film of this book, what would the tag line be?
Service Can Transform the World.
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1 person found this helpful
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- Shyam Kumar
- 09-09-14
A unique perspective on service
What made the experience of listening to Uplifting Service the most enjoyable?
The rich global examples, the questions for reflection and action planning.
What was one of the most memorable moments of Uplifting Service?
The story about the Singapore Insurance company's CEO, and his declaration of a cultural revolution
Was this a book you wanted to listen to all in one sitting?
No, I preferred being able to pause, reflect and apply the principles.
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3 people found this helpful
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- Jeff Eilertsen
- 06-22-14
Unique and usable approach to improving service
If you could sum up Uplifting Service in three words, what would they be?
Service creates value
What did you like best about this story?
The wider perspective that service is about creating value. And you can engineer a culture of service in any size organization in any industry.
What’s an idea from the book that you will remember?
Service is more than being polite, saying the right things and having a good attitude about customers. It is equally about how we serve our internal colleagues in all our interactions. Service applies to everyone who has a job. And service is embedded in our products, systems, and ongoing relationships.
Any additional comments?
You will have a new framework to view service and will quickly identify opportunities to uplift service wherever you are.
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2 people found this helpful
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- Afvi
- 12-01-22
Interesting and worth listening the book
Ron talks about uplifting service in details, different stages of service and real examples to understand and take action in detail.
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- Sean Fernandes
- 04-29-23
Look no further!
If improving your organizations, service standards and cultural alignment to service is a need or priority, look no further than this book. It’s engaging, insightful, packed with stories, but most of all practical and highly effective at making the next steps to uplifting service tangible and easy
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- Amazon Customer
- 05-25-16
Great book
This was a great read, filled with great practical ideas that aim to be implementing soon . Authentic, true and very rooted in the core of service to others. Loved every moment.
You served us well Ron
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1 person found this helpful
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- david m.
- 01-18-23
If you are interested in service culture this is for you
If you are interested in service culture this is for you Well read interesting content
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- Bogdan V.
- 05-09-21
the narration was not suitable for the content.
I would have expected to a rich content with much more analysis how going extra mile in customer service would change the attitude of the customer but what I received is a set of best practices : do this and do that so you will be successful work your business.
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