UP! Your Service - Blog

TheBrandHouse Engaging Service Vision – Uplift Your World. Everyday.

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CLOVIS WONG, CEO THEBRANDHOUSE, MAURITIUS talks about their Engaging Service Vision (ESV) TheBrandHouse is the leading distributor and retailer of home appliances and consumer electronics in Mauritius. They work in a very competitive market and […]

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Is Smiling a Good KPI?

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“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 […]

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Promote a Service Vision and a Common Language to Eliminate Culture Roadblocks

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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 […]

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Your Service Vision Has Got To Be ENGAGING! (Part Two)

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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.

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Your Service Vision Has Got To Be ENGAGING! (Part One)

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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.

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How to craft a unique and powerful service vision

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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:

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How Does Singapore Airlines Fly So High?

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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.

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