CapitaMalls’ extensive network of retail real estate is well known for its stunning architecture, expansive shopping, and diverse dining options. However, while this impressive development company has been paying the price to set the standard, its efforts have been too easily duplicated by competitors.
Recognizing that there was no way to prevent others from copying CapitaMalls’ developmental successes, CEO Lim Beng Chee began looking for a more sustainable competitive advantage. In 2011, service expert Ron Kaufman was invited to speak at CapitaMalls’ annual China conference, and soon after his Uplifting Service program was brought to Singapore’s then 19 mall locations to prototype a possible regional expansion.