Operational Excellence

Turn Employee into Ambassadors


Everything comes together in the WOW moment, that very instant when the employee and customer meet and the brand experience positively exceeds the customer’s expectations. The previously defined brand experience is being brought to life by the employee who acts as a brand ambassador. Now the customer becomes a fan. To make this happen the foundations have to fit. This means the company’s leadership style has to be tuned to supporting the employees, to make it possible for the employees to use their talents to enhance the customer experiences in the most authentic way.


However, fans can also transform into critics, their expectations rise with every time they experience quality customer service, and thus, those expectations become harder to exceed. they also easily get disappointed when the expected brand promise is not fulfilled. Reverse Thinking empowers employees, so that they can own the desired customer experience during the demands of everyday business. Still, it is useful to establish fixed processes to secure the contact between customer and brand so that it remains satisfying and convincing. We offer several tools to analyze and improve your processes on a regular basis. The criteria for the evaluation are amended to fit the requirements of your individual brand promise. This will result in:

You are building the basis for creating WOW moments…

Customers become and remain Raving fans…

The need for further talent development can be detected immediately…

Further development of the brand promise can be actively accompanied…


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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