Brand & Customer Experience

Turn Business into Experience

CLOSING THE GAP BETWEEN BRAND PROMISE AND CUSTOMER EXPERIENCE

Experiences have become the new currency in the interactions with customers and employees. Emotional bonding has become indispensable for companies. Delighting others means creating authentic and personal marketing that impacts inward as well as outward relations. Brand promise and reality are rarely congruent. Customer experiences often turn out to be disappointments as the level of expectations is not met.

Reverse Thinking and Engineering puts your desired customer experience first. From this position it shapes factors like the corporate culture, your company’s leadership style, talent development and desired employee behavior. A brand promise that expresses: WHO am I? WHY do I do, WHAT do I do? Has to be defined. This core identity is the starting point for closing the gap between brand promise and customer experience. Turning customers into raving fans!

EMPLOYEES ARE BRAND AMBASSADORS

Only in the the moments between your customers and your employees, does your desired customer experience become a reality. Here business transactions turn into positive moments and cherished memories that are being shared with potential new customers. Your staff represents your brand and makes it come to life every day. A clear corporate identity and a confident WHY help to strengthen your employees’ self confidence, create orientation and motivation.

Thus, putting your desired customer experience first also means putting your employees first. This way your employees can develop their talents to the fullest and use them to create the best possible customer experience. This will result in:

Raving Fans…

Loyal customers having experienced positive brand experiences…

Increased revenue because of authentic marketing…

Differentiation of your competitors due to a unique brand promise…

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INFORMATION REQUEST

We offer custom made programs, in-company programs and open trainings. Do you want to learn more about Reverse Thinking & Engineering, and how to apply this within your organization? 

Reverse Information Request

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