CLIENT: CARRIAGE SERVICES

BUILDING COMPETITIVE ADVANTAGE THROUGH CUSTOMER EXPERIENCE

In Their Words

THE SEARCH FOR THE BEST CUSTOMER EXPERIENCE PARTNER

“Our objective was to locate the best partner in the customer experience business, and collaborate to revolutionize our customer journey, further enhancing the Carriage Services differentiator. And we found it with, Antonia Hock and Associates [The AHA Group]. Antonia is a world-renowned expert in customer and employee experience, leadership, and building experience-based brands. Her career is rooted in delivering customer-centric service models for companies of all sizes, implementing game-changing employee culture, and innovating customer experiences, all emphasizing tangible results and lasting impact.”

Carriage Services

FY 2022 Annual Report, p.20

AN EXPERIENCE COMPETITORS WOULD STRUGGLE TO DUPLICATE

“Our aim is to establish a customer-centric service chain led by “A” Players who adhere to the highest standards of excellence.

Our Passion For Service Program… will serve as the cornerstone of our new customer experience ethos.

Our belief is that this approach will establish a localized moat, which will be challenging to duplicate by our competitors. Our Passion For Service Program will form the bedrock of our service to families, covering the fundamental aspects of customer loyalty, customer experience, employee experience, and brand experience.”

Carriage Services

FY 2022 Annual Report, p.21

TURNING THE AMBITION INTO A STANDARD OF DELIVERY

“Our unwavering passion for service excellence sets us apart.

We have developed a “Wow” Playbook, a guide to delivering exceptional experiences that exceed customer expectations at selected customer touchpoints.

Training and empowering our staff to create “Wow” moments ensures a service level that cultivates enduring customer relationships.”

Carriage Services

FY 2023 Annual Report, p.9

THE AHA GROUP DELIVERABLES

1. A Passion for Service: Enterprise customer-experience strategy, design and operating model.
2. 120-page "Wow" Playbook: Codification of the designed experience, behaviors, Wow moments and service delivery expectations.
3. Training and Activation: Preparation of the Carriage teams to execute A Passion for Service & The Wow Playbook.
4. Deployment: Launch of the program into the business, followed by client ownership and continuation.

CUSTOMER EXPERIENCE AS THE CORNERSTONE OF DIFFERENTIATION

“In these service-driven times, the importance of customer experience cannot be overstated. It is the cornerstone of differentiation and customer loyalty in a competitive landscape. We aim to set ourselves apart by delivering a customer experience beyond expectations. This commitment to elevating our service delivery ensures we meet and exceed our industry's evolving standards and demands. It's more than a program. It's a promise to lead with excellence and make every customer interaction an opportunity to demonstrate our unmatched dedication to service.”

Carlos Quezada, CEO

Carriage Services
Q4 FY 2023 Earnings Call

A NEW BENCHMARK IN SERVICE EXCELLENCE

“We have successfully introduced our ‘Passion for Service’ and ‘The Wow!’ Playbook programs have established a new benchmark in service excellence.

By integrating advanced service protocols and robust training programs, we ensure that every team member exceeds the expectations of our client families and their rapidly changing preferences…. further solidifying customer loyalty and our reputation as industry innovators.”

Carlos Quezada, CEO

Carriage Services

FY 2024 Annual Report, p.8

A POWERFUL COMPETITIVE EDGE

“We expect the results to be a higher standard of care, deeper team engagement, and a powerful competitive edge that sets Carriage apart.”

Carlos Quezada, CEO & Vice Chairman

Carriage Services

Q2 2025 Earnings Webcast

August 7, 2025, p.5

A CONTINUING PRIORITY IN THE COMPANY’S LONG-TERM STRATEGY

“Expanding Passion for Service to align organizational culture and elevate the experience for every family we serve”