The largest financial services providers in the world are concerned that their younger customers don’t really like them. The number of dissatisfied customers is increasing as even the older generations adopt new technologies and models of interaction.

This is not about building an online presence to respond to your younger customers. You need to be at the cutting edge of wherever your customers will be, anticipate expectations and concerns, understand what they value and proactively take actions to increase loyalty.

You need to be young again – curious, passionate and fast.

It has been well documented that providing excellent service to your customers will reap both personal and financial rewards.

But what happens when service falls short? What happens when your staff members, your procedures, or your operations fails to fulfill the corporate goal of quality? Worse yet, what happens when even the desire to provide great service fades away?

The American Express Global Customer Service Barometer tells us that a lack of quality service is far more costly than most people realize.

How much is an Uplifting Service Culture worth to you?

Many people think quantifying excellence in service is an exercise in “fuzzy math”. Do you think so, too? Can you put a hard dollar value on consistently delivering uplifting and outstanding service? Do you know how much money is left behind when your service doesn’t measure up?

Service culture has frequently been lost to rapid turn-over of employees, profit first mentality, and a crescendo of automated processes. A great service experience has become the exception, not the rule.

When did we go from being shocked by poor service culture, to being shocked by finding a service culture that is GREAT?

But there is GOOD news here!

The most listened-to radio station in the world is WIIFM, which stands for “What’s in it for me?” Some people throw this question like a trump card: answer with enough for me and you win my cooperation, but if I find your answer insufficient I may ignore you and your request completely.

I’m tired of this question being used so often and with such depressing power. Here’s why…

Singapore is a unique and extraordinary island. The country has no natural resources other than its people and location. It takes less than an hour to drive from one coast to the other yet this tiny city-state is home to the world’s most awarded airline, top rated airport and is consistently ranked among the best places in the world to live and do business.

Singapore now enjoys a pragmatically focused and continuously improving service economy. The government, population and commercial sectors all work closely together to become the best in the world, to create value for the world, and to serve the world with enthusiasm, innovation and vigor.

1. Is our leadership team in agreement on key business goals and priorities? Do they understand the importance of a strong service culture to achieve these goals?

2. Do our service training programs teach the same fundamental principles to the entire organization? Are these principles being applied to create measurable value for our customers?

3. Does our organization share a common language from top to bottom and across departments when talking about service? Do we use this same language to talk about external service to customers and internal service to colleagues?

4. Do all our employees and partners clearly understand our service vision and act to make it real every day?