Our Services
Service Culture and Customer Experience
We believe deeply that brands are defined by what they do - by the millions of actions, interactions and decisions made every day by their people. Nowhere are those actions more critical to brand perception and loyalty than on the front line of brand experience – where the reality of what you deliver for your customers and employees has a profound impact on how they see you and whether they’ll stick with you.
Service philosophy and principles
The service experience you deliver is a powerful expression of your brand – so it’s imperative it’s aligned with your overall positioning and proposition, and powered by your true and authentic culture.
Customer experience
Customer-facing teams generally have a handle on how to deliver an effective and functional service. What they now need are ways to elevate that service to become a true experience – one that’s differentiating, memorable, flexible, true to your brand and responsive to how your customers want to interact.
Freqently Asked Questions
What is a brand and culture agency?
As a brand and culture agency, we make the essential connection between what your brand promises, and how your culture can support the business and its people to thrive. We often work with brands in a few service areas or sometimes all, depending on the business need. Through our work in this service area, we answer the question:
- —How do you cultivate the best service experience and principles that borrow from your brand and culture to be memorable and distinctive?
With a mixture of experience under one roof, from branding to consulting, in-house to agency, HR to marketing, People Made can help connect the dots.
What can People Made help with?
- —Service experience: Whether you need to adopt a customer-first culture or develop unique service principles, we create the observable actions that bring service to life in the right way for your customers.
What are the typical scenarios in which businesses work with People Made?
- —You’re growing and scaling – you need to understand how service experience can fuel the next chapter and your frontline staff can deliver on customer needs.
- —You’ve undergone mergers or acquisitions or expanded to different locations, so you want to create an overarching Service philosophy that can flex for different global markets, and aligns to a commonly understood way of working.
- —The business has pivoted, is undergoing a leadership transformation, or is adding new services and products. Through Service Experience you want to signal a new chapter and alter perceptions or attract a new type of customer.