When you visit brands that are attributed with excellence such as the Apple Store, you know it’s beyond the product, store ambience and staff quality.

In fact, when you visit multiple stores of the same brand and experience excellence across board, you know it’s driven from the top.

There has to be a vision for excellence before services are designed and delivered.

This translates into excellent products, teams, systems and an excellent experience across all customer touchpoints.

Today’s customers are more enlightened. They are also spoilt for choice in the market place, so it is no longer enough for a brand to simply sell a good product in the market. It must be accompanied with excellent services.

Customers are now more interested in the way services are delivered...