Capturing the Power of Culture: Creating a Sustainable Competitive Advantage

Capacity: 
504
SHRM 2015 Annual Conference
This session explores how the world's best organizations win with service and what you must do to succeed.
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In a world where customers and employees have increasing options, companies with a powerful service reputation and strong, positive cultures are attracting and retaining the best talent, achieving market leadership and enjoying sustainable success. Building a service-focused culture today is no longer an option - it's a competitive necessity. This session provides you with the opportunity to step back and answer the question, "Is the service culture that exists in my company today providing me with a strong competitive advantage for tomorrow? If so, what can I do to keep it growing stronger? And if not, what can I do to make it better right now?" Packed with case studies and best practice examples from companies around the world, Kaufman shows you why some organizations succeed beautifully and others fail miserably. Find out what works, what doesn't, what your organization should do, and what you must avoid.

Date(s) & Time(s): 
Wednesday, July 1, 2015 - 11:30am to 12:45pm
Presenter: 

Ron Kaufman

Ron
Kaufman

For over two decades UP! Your Service Founder and Chairman Ron Kaufman has helped companies on every continent build a culture of uplifting service that delivers real business results year after year. Making transformation his mission, Ron is one of the world’s most sought-after educators, consultants, thought-leaders and customer service speakers on the topic of achieving superior service.

Any business can say the customer is king, and many spend a lot of time and money on incremental service improvement. But Ron understands the only reliable way for a company to achieve and maintain a competitive edge is to build a culture that empowers every employee to surprise and delight customers and colleagues every day with truly uplifting service.

Ron’s methodology includes a set of proven service principles, leadership rules, culture-building blocks and implementation roadmaps that apply effectively across all industries and cultures. This methodology is easily customized to suit the unique needs of each organization, including all departments and team members from leadership to frontline.

Ron is a regular columnist at Bloomberg Businessweek. He is the author of the New York Times bestseller Uplifting Service and 14 other books on service, business and inspiration. Ron has been featured in The Wall Street Journal, The New York Times, and USA Today.

Location: 
LVCC N257
Amount of Credit: 
1.25
Credit Type: 
SHRM PDCs
HR Credit
Session Type: 
Concurrent Session
Competency: 
Leadership & Navigation
HR Expertise
Intended Audience: 
Senior-Level
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