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.
Like customers, employees form impressions and make decisions based primary on the experience you deliver (not the one you promise). Ensuring that experience is aligned with the evp and your culture ambition, as well as with what your customers and business need, is essential to generating engagement, belief and connection.
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.