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Across physical and digital customer journeys, our “Whole Systems” approach positions culture as the hero, enabling ambitious businesses and brands to become Service Excellence Enterprises -- inherently customer-centric, committed to excellence and built to structurally and consistently deliver superior customer experience and business outcomes.
Harness culture to drive business outcomes.
We work with
7 Telly Awards
Entrepreneurial & Innovative
Leadership & Organizational Development.
Rapid Service & Experience Improvement.
Service Culture & Brand Transformation.
We help clients develop in-house cadres of service excellence champions and activists with Learn|Share|Do, our approach to experiential learning, organizational development and up-skilling. As an alternative to academic or marketing "fluff" approaches to service excellence and customer experience capability building, we use a playbook approach to configure modular, proprietary content into off-sites, workshops and learning experiences that are tailored to each audience. Built to maximize activation and reinforcement, our multi-modal programs are offered in keynote, half-day, full-day, and multi-day formats, or as comprehensive learning journeys, integrated into L&D agendas and career paths.
• Service Promise, Values & Standards Design
• Branded Service Proposition Development
• Service Culture Messaging & Communications
• Leader Activation & Organizational Immersion
• Service-Based Growth Strategies & Futures
When service and customer experience issues go unchecked they can quickly proliferate across geographies, franchise networks and systems to become damaging threats to current revenue, brand reputations and customer loyalty. Failure to act with urgency and intention can significantly exacerbate situations and limit available options. As Trusted Advisors, we offer a purpose-built methodology based on high-priority interventions and rapid turnaround, focused on service recovery, frontline behaviors, and reducing defects to quickly stabilize and restore quality operations. Delivered in rapid-action 30-60-90 day problem-solving cycles, we help clients accelerate through the stages of improvement with confidence.
De-risk and accelerate journeys to customer, service
and experience-driven improvement.
We take a playbook approach to help clients achieve service excellence at enterprise scale. We start by applying Design Thinking to activate leaders and engage frontline talent in the co-creation of purposeful culture platforms and unique service propositions that all levels can understand, embrace and hold each other accountable for. We then create brand-aligned playbooks to document the underlying elements of the culture as actionable guidance, practices and function-specific “plays”. Finally, we use these playbooks to inform the internal communications and tailored training needed to align, integrate, reinforce and sustain service excellence across all parts of the business.
Building the Service Excellence Enterprise.
NEXT-LEVEL Customer Service Bootcamp.
We offer access to critical expertise, knowledge and best practices through keynotes, presentations, facilitated off-sites, and trainings tailored to the duration, time and location most aligned to the objectives of each client.
Conduct high-priority interventions to deliver the service experiences that people expect and value.
• Interim Leadership & Organizational Mobilization
• Contingency Planning and Options Analysis
• Distressed Service Brand Recovery & Turnaround
• Service Quality Audit, Assurance & Response
• Post-M&A Service Integration & Optimization
Informed by research and insights from best-in-class service brands, in keynote, presentation or workshop format, we decode the attributes and business model of the Service Excellence Enterprise, equipping all organizational levels to win through service culture, engaged employees and elevated service delivery.
As sounding boards and extensions of client teams, we organize “SWAT” teams and confidential consultations to target acute service and experience issues, enabling urgent action on quick wins and building positive momentum.
Engage our flagship service industry L&D program to equip cohorts of emerging leaders and high-potential talent to make the value leap from service worker to service leader, preparing them for promotion, retention, career success. Offered in a configurable, multi-day workshop format.
Enhance supervisory and frontline skills in customer service, client relations and guest services to build culture champions and passionate brand advocates directly at points of sale and service. Offered as team workshops or full-day, large group presentations.
Service Excellence Leadership Accelerator Program.
A once-in-a-career opportunity to engage directly with Horst Schulze, legendary cofounder of the Ritz-Carlton Hotel Co. and creator of that brand's legendary culture, systems and practices. Available in keynote, workshop, or presentation format, get the knowledge you need to turn the aspiration of service excellence into reality.
"Excellence Wins" featuring Horst Schulze.
• 1:1 CX Leader, CX Team & PMO Coaching
• Transformation Change Management
• Service Blueprinting & Journey Mapping
• CX Program Metrics, Governance & Reporting
• Servitization Strategy & Business Modeling
We create 4 types of culture playbooks - Leadership, HR, Process, and Commercial - as “living” engagement, alignment and training tools, packaged to foster culture fluency, reinforcement and psychological ownership.
Enliven coaching, supervision,
mentoring and team-building interactions.
Infuse culture knowledge across talent,
learning and development lifecycles.
Codify culture within service
standards, workflows and ways of working.
Leverage culture messaging
to drive brand and competitive advantages.
Collaborate to design distinctive messaging and playbook artifacts to codify and activate culture.
Reinforce culture by integrating artifacts into engagement programs, HR systems and ops.
Service Excellence Audit & Assurance.
Winning through service excellence doesn't happen by accident. Organizational capabilities and competencies in service excellence are highly correlated to customer experience outcomes and strong predictors of financial performance. That’s why we created the SX Catalyst Service Excellence Diagnostic to support our data-driven approach to Service Excellence Audit & Assurance. Powered by the Qualtrics platform, SX Catalyst generates function-specific analysis, actionable insights and recommendations related to the underlying drivers of service excellence success. Framed by standards (e.g. ISO, Malcolm Baldridge) and best-practices SX Catalyst is purpose-built to equip organizations to benchmark their internal capabilities and competencies, to inform targeted improvement interventions across culture, leadership, operations, talent/HR and other key dimensions.
Take the journey to service excellence with confidence. We begin every engagement by administering the SX Catalyst diagnostic because we believe, if you can measure it, you can understand it. If you understand it, you can improve it.
Assess maturity against nine standards-based capabilities and forty-five competencies.
Analyze and visualize data to generate insights into
service excellence strengths and gaps.
Implement targeted initiatives and interventions to improve maturity and performance.
Facilitate key decisions and internal conversations with a modular reporting format.