Our Services
Service Culture & 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.
Customer journey mapping
We map the end-to-end customer journey, capturing all the moments of interaction, potential friction and opportunity for delivering brand-led moments. We identify where the opportunities are to give guidance for actions, pit and peak moments to improve the experience and provide recommendations for these. We can then define where each role adds value to the customer journey, detail expected behaviours and signature moments for your people, so that they are easily understandable and implementable. All to aid the delivery of a memorable and incredible experience.
Frequently Asked Questions: Service Culture and Customer Experience
What exactly is Customer Experience (CX), and why is it crucial for business strategy?
Customer Experience (CX) is the cumulative perception a customer forms of your brand, shaped by every single interaction across all channels and touchpoints. It moves beyond a specific transaction or simple customer service experience to encompass the full relationship. Developing a robust CX strategy is critical because it's the engine for growth: it generates deep loyalty, reduces churn, and empowers customers to become valuable advocates, directly impacting long-term profitability and organisational resilience.
What is the purpose of Customer Journey Mapping and how does it drive innovation?
Customer Journey Mapping is the process of visually charting the path a customer takes - their actions, thoughts, and emotional landscape - while interacting with your organisation. It is a critical form of Journey Mapping that helps uncover systemic breakdowns and critical "moments of truth," particularly in complex B2B customer journey environments. While User Journey Mapping focuses on specific interface interactions, the customer journey is the holistic view of the User Journey. By combining this with Customer Journey Analytics, we gain the deep insight necessary to redesign processes and services to meet true human needs.
How do we effectively measure Customer Experience, and what role does technology and training play?
Effective CX measurement requires a balanced perspective using actionable Customer Experience Metrics like Net Promoter Score (NPS), Customer Effort Score (CES), and Customer Satisfaction (CSAT). We review essential data, such as a targeted Client Satisfaction Survey or Customer Satisfaction Survey. Our team of strategists would work with internal experience teams to also suggest metrics to monitor business outcomes (e.g. uplifts in sales, repeat customers, increased spend, etc.) as well as recommending what data to continue to monitor for real-time insights. However, the most critical element is the human one: through focused Customer Experience Training, we ensure employees are equipped with the skills and mindset needed to translate data into genuinely improved interactions.
How does the culture within an organisation affect the delivery of its CX Strategy?
An outstanding Customer Experience Strategy can only be consistently delivered if it is supported by a foundational Service Culture. Our Customer Experience Consulting approach is rooted in the belief that culture is strategy in action. We work with leaders to design cultural systems - shared beliefs, behaviours, and ways of working - that empower people to lead with empathy and curiosity. This internal alignment ensures the external experience is delivered authentically, transforming the provision of exceptional CX from a set of rules into an intuitive, embedded capability.
What is a Service Culture, and why is it the only way to sustain exceptional customer experience (CX)?
Service Culture is the shared set of beliefs, values, and behaviours within an organisation that consistently guide how employees interact with customers, partners, and, crucially, each other. It is the internal operating system that ensures great CX is delivered intuitively, rather than relying on mandates or scripts. Without a robust Service Culture, even the best strategy or technology will fail, as the organisation lacks the internal alignment and emotional capacity to deliver on its external promise.
What is involved in a Culture Assessment or Cultural Auditing, and when is it necessary?
A Culture Assessment (or Cultural Auditing) is a deep, diagnostic process used to understand the gap between the desired culture (what an organisation wants to stand for) and the actual, lived culture (how employees really behave). We use qualitative research to uncover the hidden truths - the unwritten rules and belief systems that are currently driving outcomes. This assessment is necessary when leadership senses a misalignment, when new strategies repeatedly fail to gain traction, or when there is a clear disconnect between the employee experience and the customer experience.
What differentiates an effective Culture Consultant in driving meaningful, lasting change?
An effective Culture Consultant does more than just present data; they act as a strategic partner to leaders, helping them navigate the complex, human dynamics of transformation. Our approach involves leveraging the insights from a Culture Assessment to co-create a target culture definition and behaviour framework. We focus on the inside-out transformation - equipping your people with the courage and skills to embody the change, ensuring the new Service Culture is activated and embedded across all systems, not just documented in a handbook.
How can we ensure our Service Culture initiatives deliver measurable business results?
Measurability begins with the initial Culture Assessment by establishing clear baseline metrics related to employee engagement, leadership effectiveness, and customer outcomes (like churn or advocacy). Success is defined not just by improved survey scores, but by tangible changes in behaviour and decision-making that drive the commercial strategy. Our work focuses on aligning performance management and recognition systems to the new Service Culture behaviours, turning qualitative insights into quantitative, demonstrable impact.
