In four steps, we can help you build an irresistible customer experience. Something your workforce are genuinely proud to deliver (see our employee experience partner page for more on this).
Step one: Explore
We’re research specialists. In other words, we really love insights. To get the best, we’ll explore your business. We’ll use a mixture of qualitative and quantitative research to find out all the different perceptions, opinions, and behaviours of your customers. Then, we’ll know where your brand sits in the market and just how effective your current customer journey is.
Step two: Vision
We’ll take that research and work on your brand vision. Your brand vision should show who you are, what you stand for and where you’re going. If you don’t have one already, you’re one of the lucky ones. You’ll get to work with us in an interactive visioning workshop where we’ll create one for you. Then, we’ll test it and refine it. Ready for your customers to get you. And remember you.
Step three: Align
Then it’s time for our alignment workshops. We’ll work with your team to align your brand vision and customer experience across every part of your business. We’ll look at your problems, come up with solutions and put together a list of brand basics. That’s a checklist of everything your brand has to deliver at every stage of your customer journey. Then it’s over to our innovation experts to come up with some ideas that your customers will love (we call these brand amplifiers).
Step four: Measure
After all that, we’ll test how effective it was. Our Brand Alignment Monitor™ (an industry first) can tell you where the brand is coming to life in the customer experience. It’ll tell us which areas need a little more work and how likely customers are to recommend and revisit your brand. Put simply, it keeps track on how well your brand is performing so that you can continually improve and optimise.
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