Recently, I was visiting a company to demonstrate UP! Your Service and the CEO said to me, “We want to achieve world-class standards in our service. How can your company help us get there?” Caught between making a first good impression with the senior leader and being truthful to myself, I deliberated for a few
LUX* Resorts: Staging a Service Revolution in a Resort Chain LUX* is a successful hospitality group operating in the Indian Ocean as well as other locations. In its previous incarnation, the company suffered from poor financial performance, poor service quality and a weak brand. A change in the leadership of the company led the group
NIIT Technologies was widely viewed as a reliable company with excellent talent. The company was trusted to deliver well on clearly defined Service Level Agreements (SLAs). But the future was changing for NIIT Tech and for the IT industry as a whole. The original value proposition for the Indian IT software and services industry was
The team at UP! Your Service have been working with our clients and Professor Jochen Wirtz for many years and are happy to report that the April issue of Harvard Business Review picked up our ideas and published a short piece in the Idea Watch section. In this post, we add insights for service
I am into the second week of my new job and today, I brought to work a book that has greatly influenced me over the past 10 years. The book, UP! Your Service, is about how we can all step up in our service for one another. I was excited and thrilled at the same
Steris is a global leader in infection prevention and surgical technologies based in the US and serving clients around the world. Leaders of the North American Service organization wanted to create buzz and momentum for their implementation of UP! Your Service (UYS) education. On the second floor at corporate headquarters, over 400 staff from the
In early 2011, LUX* Resorts & Hotels (formerly known as Naiade Resorts) was in trouble – accumulating heavy losses, high expenditures and costs, unable to meet commitments. Three years later LUX* has rebounded with a five-star luxury brand, a global reputation for shining service, growing profits, high occupancy rates and room rates, and enviable TripAdvisor
Two years ago, this island airline struggled with a $30 million loss, mediocre service ratings, and bad morale. Thanks to a dramatic culture shift, it’s profitable again and has earned the prestigious 4-star Skytrax rating. UP! Your Service worked closely with Air Mauritius on the service excellence initiative. This eight page case study lays out
Two years ago the national airline of Mauritius was struggling with financial losses, poor customer service ratings, and low staff morale. A new CEO and dedicated top team launched a bold attempt to achieve profitability and an impeccable service reputation in just two years. Their “7 Step Plan” included a variety of financial, political and
Google has a pretty good reputation for customer service. The world’s largest search engine gives people the results that they need. Their Google Docs suite is free and is a decent replacement for more expensive office suite offerings. Gmail allows millions to operate free e-mail accounts with relatively little spam making its way past Google’s complex filters. Google is a technology company that knows what people want.
