Uplifting Blog

Category: Service Leadership

Unsuccessful Applicants Deserve Service Excellence, Too

Customer service excellence is an undertaking that should never have exceptions. Even job applicants who don’t make the cut deserve your very best. Treat them …

Partnership Power: A Smart New Way To Improve Customer Satisfaction And Your Life!

In the beginning, great products were enough to guarantee your business success. With product sophistication, “six sigma” manufacturing and zero defects you could consistently beat …

Launch from the Top Down and from the Bottom Up

When you build an uplifting service culture in a large organization, senior leaders must initiate the process. But ultimately all levels of leadership must embrace the project from the executives in the board room to supervisors on the shop floor.

Nintendo, It’s Time to Listen to Your Customers

Nintendo is one of the names in computer gaming. Whilst companies like Sega, Atari, Philips, etc. have entered and exited the console market with varying degrees of success across the last 20 years; Nintendo has held its own against all comers.

“The Seven Rules of Service Leadership” – Live Workshop Keynote

In my experience working with leaders of many of the world’s outstanding service organizations, I have discovered seven essential rules these leaders always follow. Some leverage the power of one rule more than another, and you may do the same. But each of these rules is essential to lead your team to success.

Five Types of Leaders in a Customer Centricity Initiative

In my last blog post, I described the six most common reasons why customer centricity initiatives often fail. One of these is the lack of commitment demonstrated by senior leaders in the organization.

Here at five types of leaders you see most often, and their level of involvement:

Why is Leadership Support so Elusive?

I have been in the field of training, leadership, and organizational development for over 20 years. Through all these years, I have heard one message (and complaint) from practitioners, consultants, authors and gurus: for cultural change to succeed, top leadership must support it. It’s amazing. This message is so consistent. And there is so much evidence to prove it! Yet the issue persists as a key barrier to successful culture change.

Three Leadership Characteristics for Personal and Cultural Change

At Uplifting Service, we work with clients around the world who want to create positive cultural change by building an Uplifting Service Culture. While these clients vary from global, multi-national organizations to government agencies, our experience shows that leadership is always a vital predictor of success.

We note three characteristics of successful personal change that also apply to leading cultural change in a large organization.

Why Leadership is Critical to Building an Uplifting Service Culture

Many CEOs and senior leaders have risen to the top as experts in their industries or as specialists in technical competencies – not as experts in building a strong and sustaining service culture. This often results in initiatives to improve service being considered a frontline or a human resources issue. This is a fundamental mistake.

Building a service culture needs great service leaders and leadership teams. The power of senior leadership to set the vision, focus the entire organization, reward success and remove roadblocks, and role model correct behavior cannot be delegated to others.

Leaders and leadership teams must embrace four key roles to ensure a service culture building effort does not fail.

Four Capacities a Leader Needs to Build a Service Culture

An excellent blog post from Tony Schwartz on Harvard Business Review encouraged us to write about successful leaders in organizations that are building a service culture.

Leaders must inspire action. Building a service culture is a strategic, long-term initiative that requires sustained focus and commitment. We apply Tony’s list of four “great capacities” of leadership to describe the actions service leaders must take to achieve great results.

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Welcome to the Worldwide Uplifting Community!

Here’s what’s next…

Check your email for the welcome we just sent – and reply to let us know you received it!

We’ve included some useful resources 
for you to explore…

…and we’ll be in touch to share more ideas 
and invitations for you.