ELQ Hypotheken

This Dutch mortgage company competes in a market where competition quickly matches new offers and pricing, and where technology has leveled the playing field for access to customers.

Choosing to differentiate based on service was a bold strategy in a commoditized market, and it has delivered solid business results.

The Chief Executive Officer says, “The successful rollout of UP! Your Service courses through our Service Academy marks the beginning of delivering superior service to our customers. Participants have discussed and created individual action plans to raise the service bar with their Line Managers. We also incorporate the Service Principles into our appraisal process and rewards programs as part of initiatives to create a world class company we are all rightly proud of.”

View the ELQ Service Newsletter (PDF)