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

Uplifting experiences create deep emotional
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.

Learn more about the positive results Uplifting Service can produce for your organization.

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 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

Get clarity on your biggest and most valuable opportunities.
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

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.

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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.

Join the Worldwide Uplifting Community

We’ll send you free resources, education, and ideas for creating positive change in the world.

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.