“Is smiling a good KPI?” The Chief Strategy Officer of a leading bank leaned forward, lowered her voice, and asked me this sincerely. “We can see our bank tellers on video and observe them serving our customers. Should we set smiling as service standard? Is smiling a good Key Performance Indicator?” I replied (with a

Disconnects can easily occur across departments, and between levels in a large organization. For example, managers may focus on service metrics, benchmark scores and share of wallet, while frontline workers talk about today’s schedule, a colleague’s problem, or an angry customer’s remark. Excellent service in one office may mean something quite different in another. For

When you are planning something big, important, better, or new, it helps to create a vision that is clear, bold, and powerful. In one word: engaging. Here are more examples of Engaging Service Visions from our clients around the world.

An Engaging Service Vision energizes everyone to focus and fulfill a powerful promise of service. A boring service vision puts people to sleep. An Engaging Service Vision wakes people up, turns people on, and poses a possibility that each team member can understand, embrace, and strive to achieve.

Your service vision should be unique and powerful. Customers should hear it and say, “Yes! This is who you are.” Employees should read it and say, “Yes! This is who we want to be.”

Organizations often have written statements declaring their commitment to superior service. While the intentions are good, many of these statements are not distinctive, motivating or clear.

Here are 3 guidelines you should consider when crafting your service vision:

Profitable every year since the beginning, Singapore
Airlines (SIA) frequently wins international awards for
top customer service and in-flight quality. Here’s how they do it.