Your challenges

Service excellence

Human interactions last. We remember experiences, we pass on stories and we trust our peers.

Why story-driven service excellence?

The world’s most successful organisations thrive on word of mouth, not blockbuster branding. Research shows that emotionally satisfied customers contribute 23% more in terms of wallet, profitability, revenue, and relationship growth than rationally satisfied customers (Gallup, 2016).

But to win the hearts and minds of your customers, you first need to win the hearts and minds of your people: your most essential differentiator and your biggest source of competitive advantage.

Our approach creates service with a story at its heart, fuelled by a narrative that emotionally connects people to an inspiring purpose and builds empathy with their customers. We help teams believe in the vision that their organisation could achieve through the service experience they create. We help organisations give their people the motivation, means and momentum to bring it to life, embedding service excellence behaviours through a positive storytelling culture that celebrates and learns from personal examples of extraordinary service – generating stories worth sharing, day after day, and enabling a culture of continuous improvement.

We help teams believe in the vision that their organisation could achieve through the service experience they create.

What benefits will you gain?

As a result of our story-driven service excellence programme, you will achieve:

Emotionally satisfied customers contribute 23% more in terms of wallet, profitability, revenue, and relationship growth than rationally satisfied customers.

Gallup, 2016

How will we enable you to achieve this?

While the core components of our proven methodology form the foundation of every programme, we tailor solutions to the specific needs of every client. A service excellence programme could look like this: