Building Culture, Values & Behavior

We create a unique and sustainable service culture to help improve service performance

Building Culture, Values & Behaviour

We create a unique and sustainable service culture to help improve service performance

Leading companies today recognize the challenges of delivering consistent service and maintaining great customer experience despite having an excellent product. What may be even more challenging is sustaining a service culture.

The 4 Ds of Creating A Unique and Sustainable Service Culture

We Provide Quality Culture Building Consultancy

Enhancing customer experience has been important to help keep organizations stay at the forefront in this competitive landscape. As culture building consultants, we have partnered many organizations to develop Service Values and Behaviors to improve service performance.

We capture the values and behaviors by considering the Voice of the Customer, so as to reflect the strategic goals and needs of the customers (both businesses and individuals). As such, a key intervention we introduce is to conduct interviews with selected clients. Thereafter, to share key findings and insights with the organization’s management team during the Values Development workshop.

Our Success Stories

From Raising Service Standards to Building A Service Culture

15 April 20 | Success Stories, Building Culture, Values and Behaviours

Our client decided on a 10-year service transformation journey that began with raising customer service standards across all service touchpoints, to building a service innovation culture.

Addressing the Process Gaps: Real Change Can Only Happen With Effective Communication

15 April 20 | Success Stories, Building Culture, Values and Behaviours, Defining Service Vision & Strategy, Enhancing Customer Journey & Service Processes

Mystery audit results showed that service recovery process was tedious, and customers were confused by the differing exchange policy articulated by the staff. Our team were brought in to redesign a better service recovery process.

Living Out A Vision Through Service Alignment

15 April 20 | Success Stories, Building Culture, Values and Behaviours, Defining Service Vision & Strategy, Enhancing Customer Journey & Service Processes

The environment is fast changing, market forces are dynamic and competition is intense, our client recognized the needs to quickly move to a desired state of their business vision. To reach this, they need perseverance, commitment and alignment in all their resources; plus, new insights to craft their service vision.

Building a Customer-Centric Culture

15 April 20 | Success Stories, Building Culture, Values and Behaviours, Defining Service Vision & Strategy, Enhancing Customer Journey & Service Processes

Since 1976, our client who is a leading textbook and stationery retailer to schools, parents and students has grown significantly from a network of 29 to more than 150 schools today. With the changing environment, they also recognized the need to embrace change interventions for long-term sustainability.

Journey to Service Excellence: Taking A Bold Step To Join S-Class

15 April 20 | Success Stories, Building Culture, Values and Behaviours, Defining Service Vision & Strategy, Enhancing Customer Journey & Service Processes

Our healthcare client who owns a healthcare chains in Singapore wanted to be the first chain of clinics to join the ranks of S-Class organizations. Having this goal to achieve, they took on the Customer-Centric Initiative (CCI) approach to better up their service excellence.

Connect with Capelle Consulting

Our Success Stories

From Raising Service Standards to Building A Service Culture

15 April 20 | Success Stories, Building Culture, Values and Behaviours

Our client decided on a 10-year service transformation journey that began with raising customer service standards across all service touchpoints, to building a service innovation culture.

Addressing the Process Gaps: Real Change Can Only Happen With Effective Communication

15 April 20 | Success Stories, Building Culture, Values and Behaviours, Defining Service Vision & Strategy, Enhancing Customer Journey & Service Processes

Mystery audit results showed that service recovery process was tedious, and customers were confused by the differing exchange policy articulated by the staff. Our team were brought in to redesign a better service recovery process.

Living Out A Vision Through Service Alignment

15 April 20 | Success Stories, Building Culture, Values and Behaviours, Defining Service Vision & Strategy, Enhancing Customer Journey & Service Processes

The environment is fast changing, market forces are dynamic and competition is intense, our client recognized the needs to quickly move to a desired state of their business vision. To reach this, they need perseverance, commitment and alignment in all their resources; plus, new insights to craft their service vision.

Building a Customer-Centric Culture

15 April 20 | Success Stories, Building Culture, Values and Behaviours, Defining Service Vision & Strategy, Enhancing Customer Journey & Service Processes

Since 1976, our client who is a leading textbook and stationery retailer to schools, parents and students has grown significantly from a network of 29 to more than 150 schools today. With the changing environment, they also recognized the need to embrace change interventions for long-term sustainability.

Journey to Service Excellence: Taking A Bold Step To Join S-Class

15 April 20 | Success Stories, Building Culture, Values and Behaviours, Defining Service Vision & Strategy, Enhancing Customer Journey & Service Processes

Our healthcare client who owns a healthcare chains in Singapore wanted to be the first chain of clinics to join the ranks of S-Class organizations. Having this goal to achieve, they took on the Customer-Centric Initiative (CCI) approach to better up their service excellence.

Building Culture, Values & Behavior

Building Culture, Values & Behaviour

The 4 Ds of Creating A Unique and Sustainable Service Culture

We Provide Quality Culture Building Consultancy

Our Success Stories

Connect with Capelle Consulting

Our Success Stories

Connect with Capelle Consulting

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