Overview
Customer – facing staff need to be intimately acquainted with the brand they represent. This is the only way that they can deliver customer experiences that are truly ‘On – brand’ – compelling to your customers and authentic to your brand.
To deliver these ‘On – brand’ experiences sustainably, the customer facing staff needs to experience the same internally. Therefore, creating an ‘On brand’ culture is a must within an organisation.
Key Benefits
- Helps to move experience delivery to a differentiated level so that brand reinforcement occurs every time customers interact with representatives of your organisation.
- Shows how to infuse an entire organisation with brand values and create a recognizable style of customer experience that reflects your brand promise and brand image.
- It is not a “one size fits all” approach. It embodies the uniqueness of your organisation and blends into your existing company interventions and operational strategies.
- All key functions of your company – marketing, customer service, sales, operations, and human resources etc. become aligned to each other, your brand, and your business strategy.
Across the organisation, beginning with the top management
Who is it relevant for?
Possible Outcomes
- Define and design On – brand customer service experiences that are as distinct as the brand personality they represent
- Instil On – brand habits and behaviors at every corner – and at every level throughout and across your organisation
- Consistently deliver On-brand customer service experiences that align with your brand promise
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