We don’t believe in mediocrity. We don’t believe in service without personality.

Our approach to service is a rallying cry against the generic “one size fits all” approach to developing customer experiences. We believe that all organisations are different – with their own unique set of circumstances and issues, and of course, customers!

TMI first gained world-wide acclaim in the 1980s when we set up a joint-venture (Scandinavian Service School) with Jan Carlzon, then head of SAS. Together we pioneered the use of the term Moments of Truth. Since then, we have been helping some of the world’s greatest brands realise that they face “moments of truth” daily and are judged whenever they interact with customers. 

Over the last 30 years we have helped public and private sector organisations map their customer journeys and detail their customer experiences, in turn defining their service strategy. These organisations have thus been able to hone and improve their “moments of truth”, engage their employees with the skills and desire to deliver them and embed this into business as usual. In short, we enable our clients to close the gap between what is promised and what is delivered, so that customers keep coming back and contracts are continually renewed.

Here are just some of the tools and processes we use:

Thinking Service

• Customer Ethnography
• Staff Ethnography
• Customer Journey Mapping
• Service Leadership 360

Creating Service

• Customer Experience Definition
• Customer co-creation
• Service Personality Development

Delivering Service

• Operational toolkit development
• Leading service toolbox
• Customer Experience Standards Development

Click on Service, Talent and Performance to find out more.