About Us

Exceptional Service in Your Company is Our Priority.

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Our Vision

To become Customers’ first choice in the advisory and implementation of Customer-centric corporate culture, business model & strategy, and resourceful Human development.

  1. To assist our Clients to win their competition through our proven worldwide consulting approach in Customer-centric corporate culture, business model & strategy, and Human development (Customer aspect).
  2. To inspire people and organizations to strive for excellence in their development and growth (Human aspect).
  3. To increase the service level of all Indonesian organizations to prove to the world that service is part of the nature of our Indonesian culture (Social/Nation aspect).

Care

We focus on the needs and expectations of our customers and employees (internal customers).

Core

We always develop our core competencies to always one step ahead of customer and competition.

Cure

We consistently deliver exceptional service to give solution to our customers and employees.

  • Strategic Approach to Exceptional Service
    With over five decades of global expertise and two decades in Indonesia, SQI provides a proven framework to build a customer-centric service culture that drives long-term business success.

  • The Largest Collection of Customer Experience Programs in the World
    SQI offers the most extensive library of customer experience training and consulting programs, designed to help businesses elevate service quality at every level.

  • Over 1 Million People Trained Using Our System
    Our training programs have empowered over one million participants worldwide, transforming frontline employees and executives into customer experience champions.

  • Tailored Programs for Motivating Frontline Employees & Management
    We develop customized strategies to engage, inspire, and motivate teams, ensuring both frontline staff and management are aligned in delivering exceptional customer experiences.
  • Money Saved and Profits Grown with Great Customer Experience
    By implementing effective service strategies, businesses boost customer loyalty, increase revenue, and optimize team productivity, leading to sustainable growth.

The successful implementation of Customer Experience and Service Culture is deeply rooted in human behavior transformation. It begins with a mindset shift and requires approximately three years to solidify into a lasting habit. This journey is not just about adopting new strategies but about embedding a customer-first mindset into every aspect of your organization.

Here are 10 Facts regarding Exceptional Service, Customer Experience and Innovation based on recent statistics:

  1. 80% of customers have switched brands due to poor customer experience; 43% likely to switch after just one bad interaction (Qualtrics x ServiceNow, 2023)
  2. A significant 91% of unhappy customers leave a brand without lodging a complaint (Salesforce, 2018)
  3. Approximately 77% of satisfied customers are inclined to recommend a company to friends, family, and colleagues (Temkin Group, 2020)
  4. 83% of people trust recommendations from people they know (Nielsen, 2013)
  5. 86% of customers said they would pay more for a better customer experience (Oracle, 2011)
  6. Approximately 65% of a company’s revenue comes from repeat business with existing customers (Bain & Co x HBS, 2000)
  7. A 5% increase in customer retention can lead to a profit increase ranging from 25% to 95% (HBR, 1990)
  8. It is 5 to 25 times more expensive to acquire a new customer than to retain an existing one (Bain & Co x HBR, 2000)
  9. Implementing omnichannel strategies can increase customer retention by 91%, showcasing the value of a seamless and integrated customer journey (Aberdeen Group, 2013)
  10. Nearly 45% of customer service professionals plan to enhance their operations by integrating more Al and automation tools, aiming to streamline processes and improve service delivery (McKinsey & Co, 2013)

Given the above facts, and your priorities, would you join the high-ranking CEOs around the world, such as Jeff Bezos, Founder and CEO of Amazon, who are highly focused, if not obsessed, with customer experience? Southwest Airlines leadership consistently emphasizes the company’s commitment to customer experience. Co-founder and former CEO Herb Kelleher summed it up by stating, “We’re in the service business, and we happen to fly airplanes.”

John Tschohl, renowned customer experience (CX) expert, and Founder & CEO of SQI USA, and Andreas Hengky Gosyanto, CX, Leadership and Business Coach & CEO of SQI Indonesia, consistently emphasize that businesses should view themselves primarily as service organizations, regardless of the product they offer.

Considering all of the above, the right question to ask yourself is not:

“Can we afford to do it?”

but rather:

“Can we afford not to do it?”

In this era where customer expectations are higher than ever, delaying service transformation means falling behind. Organizations that invest in exceptional service today will lead the market tomorrow – gaining customer trust, increasing loyalty, and driving sustainable growth. 

THE TIME TO ACT IS NOW !!

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