These three client case studies are examples of the POWER!SERVICE® System in action. In each example, the system was customized to the customer experience being delivered, and the unique culture of the client. 

American Residential Services

The Challenge

 American Residential Services (ARS) was poised to expand into a national brand – but this would require greater consistency and predictability in both their customer and employee experiences.

The Solution

We worked with American Residential Services to:


  1. Map the Customer Journey and identify Loyalty Drivers, Moments of Truth and Frontline Behaviors. 
  2. We then developed a new Brand Promise, Experience Theme and new Service Blueprints to guide execution. 
  3. Finally, we implemented an organization-wide change effort starting with Communications followed by Leadership Alignment, Frontline Behaviors, Recognition and Customer Measurement.  

The Results

NPS has improved by over 20 points; Customer Retention and Average Sales Order have both followed suit and the company has expanded its product line into Smart Home Products in partnership with Google.

World Fuel Services

The Challenge

World Fuel Services’ Land business was facing both market share pressures as well as margin erosion in their North American business. The World Way was developed to rally the organization around a customer focused operating model and a new Brand Promise

The Solution

This was a 3-phased, CX Transformation effort:


  1. Research & Planning
  2. Design & Execution
  3. Measure & Sustain 


Each activity was carefully coordinated with the IT team who were implementing Salesforce, Fleet Automation, a new Customer Portal and Touchless Ordering System.

The Results

The project is ongoing as we are still delivering Phase 3. Early Wins helped improve invoicing accuracy and new frontline brand behaviors have had a positive impact on new business orders and a recent employee pulse survey reported improvements in communications, career development and a focus on the customer.

Irving Oil

The Challenge

Irving Oil, had completed re-branding of their chain of Blue Canoe Convenience Stores and wanted to improve the consistency of the customer experience. 

The Solution

Our team customized our POWER!SERVICE®System to address the client’s specific needs:


  1. We identified “Exceeds” versus “Meets” behaviors from top performers working in top performing stores.
  2. We then integrated these findings with best practice research on service behaviors.
  3. From this data we developed specific behaviors to support a more consistent delivery of TREAT: their five-step customer interaction cycle. 
  4. Finally, we delivered a one-day coaching program to store managers followed by an e-learning program to employees to learn and practice the new coaching skills and front-line behaviors.

The Results

Spend per transaction rose over 12 percent and overall transactions rose 8 percent. Top Box Customer Satisfaction improved by over 10 points over a 9-month period and the company led the Convenience Retailer industry in customer satisfaction.