Delight Your
Customers
Reduce complaints, increase compliments,
and turn customers into ambassadors.
Uplifting Service Inspires Loyalty and Goodwill
Service is about taking action to add value to customers, colleagues, and others. And Uplifting Service involves
taking the next step to create even more value.
When your team can respond nimbly to your customers changing needs and desires…
When they welcome customer complaints and take fast action to rectify the situation…
When your organization is continually making service improvements…
…and your customers feel seen, heard, and valued…
…you earn more than customer loyalty.
You create fans and advocates who will serve as ambassadors for your organization.
Poor Customer Experience Has a High Cost and Lasting Impact
Customers’ expectations are changing rapidly – and they have more options than ever for satisfying those wants and needs.
That presents an unprecedented challenge for
organizations, who must continually exceed expectations in order to retain customers and expand market share.
Customers stop buying after a bad experience.
Research consistently shows that customer experience is the key factor in purchase decisions. And most
customers leave after just one bad experience.
Customers can simply take their business elsewhere.
Customers now have global access to products and services. With so much choice, it is easier than ever for complaining customers to switch providers when experience is poor.
World events have upended the experiences customers need and value.
Global pandemic, economic uncertainty, dramatic workplace change. These and other challenges influence
what customers value. What is a “great” customer experience is continually shifting. If providers don’t adapt quickly, they may find themselves extinct.
Digital transformation can be confusing for customers.
The accelerating move to digital solutions and digital delivery of services offers new opportunities to serve
customers. But a digital experience lacking great customer experience only speeds up customer
disappointment and the loss of business.
The solution? An architecture of Uplifting Service that allows you to build a sustainable culture of service excellence.
Start on the Path to Uplifting Service Today
Speak with a strategist to explore what’s possible for your organization.
Gain clarity on your biggest and most valuable opportunities.
Discover how we can help you achieve your service goals.
What Uplifting Service Can Do for Your Organization
connections and turn customers into ambassadors.
Discovering what delights different customers
will set you apart.
Exceeding expectations even in the smallest ways makes
customers feel valued and understood.
Creating value in each moment of a customer's
journey builds a strong connection.
Customers perceive value in ways far beyond just your
"product." They form opinions from numerous points in their
experience. These become your keys to success.
Service breakdowns can lead to greater
loyalty.
Embracing every service breakdown as an opportunity to
exceed expectations and delight a customer can build an
even stronger bond than if the breakdown never happened.
Uplifting opinions go viral.
How customers feel matters more than what you do. And
when customers feel delighted, understood, and cared for,
they come back for more of that good feeling. Shared stories
of this emotional connection are far more powerful than
advertising to attract new customers.
A Proven Path to Exceptional Customer Loyalty
Our Proven Path helps you foster a culture of Uplifting Service throughout your organization.
Every employee develops a deep understanding of the role they play in delivering exceptional service to both internal colleagues and external customers. And teams are enabled by a common service language that guides their behavior
and empowers them to respond flexibly to each customer interaction.
Team members proactively seek out customer feedback, create memorable moments and respond effectively to complaints. Every touchpoint becomes an opportunity to learn more about how the organization can provide more value and a better experience for customers.
Every interaction with a customer or colleague becomes a source of new ideas that helps drive continuous service improvements throughout the organization.
And customers respond enthusiastically, with increased loyalty, advocacy, and goodwill.
Learn How You Can Get These Results for YOUR Organization
Discover how we can help you achieve your service goals.
The Results are Astonishing
AIA MALAYSIA
Increased NPS (Net Promoter Score) by 32%
Winner of Best Customer Experience Management of the Year, Asia Pacific Customer Service Excellence Awards.
MARINA BAY SANDS
Within three months of the program’s start, the resort saw a 30% jump in customer experience scores.
AIR MAURITIUS
Achieved a 4-Star Skytrax rating.
Returned to profitability within 24 months.
LUX RESORTS & HOTELS
Highest room rates and occupancy levels in the
industry.
SINGTEL
Went from worst Customer Satisfaction (CSAT) in the nation to the best in 12 months
Achieved highest ever Net Promoter (NSP) and employee engagement scores.
FIJI AIRWAYS
13.4% increase in profit, for
a record F$95.8 million.
14.3% increase in number
of passengers carried.
What Clients Have to Say About Uplifting Service
The effects of the Uplifting Service program have been transformative. Our team members take greater pride
in what they do, and
customer response has
never been better.
Julian Hagger
Chief Sales & Marketing Officer
Our business has grown,
and our service
reputation is shining, by
applying what we have
learned from Ron Kaufman.
He is the real deal. A master of
Uplifting Service.
Cheau Fang Lim
Managing Director
Uplifting Service has changed
the way we serve our customers
and made a difference across
the Group. It has helped us
create a new level of service
that our customers appreciate
and recommend.
Yuen Kuan Moon
Chief Executive Officer
Explore Our Services
Start on the Path to Uplifting Service Today
Speak with a strategist to explore what’s possible for your organization.
Gain clarity on your biggest and most valuable opportunities.
Discover how we can help you achieve your service goals.
