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Many organizations already deliver great service, iterate and improve the customer experience, and build lasting customer relationships.
And these fundamentals still matter. A lot.
But forward-thinking organizations are seeing what’s coming next – and acting on it. They are taking authentic of the future well-being of their employees, customers, the communities, and the ecology in which they operate.
In doing so, they are building loyalty that goes far beyond the transactional, creating moments that strengthen all relationships, developing the type of bonds your competitors cannot replicate.
And most important: They are elevating EVERYONE in their orbit and making a positive contribution to the world.
More and more, customers and workers are seeking out organizations that contribute to the collective wellbeing of our people, environment, and society.
The organizations that do so authentically and joyfully are those that will thrive and grow in the coming years.
Watch this clip of Ron’s talk at Valamar to discover more.
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Below is an Autogenerated Transcript
What’s going on here? Ron Kaufman, you’ve been teaching about service for 30 years, and all of a sudden you’re talking about care? Well, what is this? Are you a doctor now? You know, are you worried about people’s health or their mental well-being? I mean, is this..? No. There’s a connection here. There’s a fundamental, powerful connection between service and care. And I’m going to show it to you right now. And then I’m going to talk about how it applies to your industry.
First of all, we know what service is. Let’s look at the left hand side. What is service? You know the answer. Ready? Service is taking action to create value for someone. And that’s where we stopped last time. Now this time I’m going to ask you a different question. What is it that makes something valuable to someone?
When we said service is taking action to create value for someone else. And we figure if it’s a lot of value we can charge them more. It’s a premium restaurant. It’s a suite instead of a standard room. Right. It’s upgraded in some way. More value, more money. End of story. Uh-uh. What makes something valuable to someone is when in some way, it contributes to their well-being.
Now, it could be their emotional well-being. You made me feel good. You made my worry go away. You made me feel welcome. You made me feel uplifted. Yeah. It could be family well-being. You made us feel closer together with each other. You made us feel like our family holiday was a real success. You made our kids feel like being with their parents wasn’t so boring as it was at home. You made my wife feel like we got some private time together. Yeah. Contribute to the family well-being.
It could be that you contributed to their financial well-being. You got value for money at Valamar. Right. Thank you for the excellent room rate that you extended to me because I’m a repeat customer. And I booked before I even left last year. Right. You gave me some, something that made me feel like I got value for my money. I felt good spending my money. I had some extra money and you gave me an excursion idea that I hadn’t thought about. Oh, you contribute to my financial well-being.
It could be my spiritual well-being. Finally, I feel relaxed and reconnected with the world, not with my email. Yeah. You know, you gave me a sense of being here on the earth. Or maybe you really, actually made me feel like I belong here on earth. And I’m not going to be here forever. But I’m spending my time well, because I’m here with you at Valamar. Thank you. What makes something valuable is when it contributes to someone’s well-being.
