Branded Customer Experience

Create moments of truth in every customer interaction, making each moment a memorable and unique experience


Every business desires to deliver great customer service. But how many can claim to have a Branded Customer Experience? You might be asking what a “branded customer experience” is and how difference can it be that great customer service.


Branded Customer Experience is a differentiated experience that your customers/clients recognize as unique to you. They cannot get this experience elsewhere, nor can they explain what makes it so special. It goes far more than functionality, and touches an emotional chord…it defines your business and satisfies your customers’ needs well beyond their expectations. They seek you out for this experience and keep coming back.

We offer an end to end process for helping organizations discover, define and deliver a differentiated customer experience that will appeal to customers and differentiate from the competition.

During the Investigate phase, we use Experience Mapping to capture the functional and emotional journey your customer take. We assess the gap between desired and actual experience, during all the touchpoints. Our Customer Perspective, which applies techniques such as Customer Shadowing, Mystery Shopping, Assessments (can we hyperlink this and it leads to the types of assessments available) and Experience Journaling allows us to see your business from another set of eyes. Through Employee Ethnography, we see the experience through your employees’ eyes and allows us to assess the cultural and emotional drivers directly from the frontline.

As we set out to Design your branded customer experience, we use strategies such as Co-Creation thus bringing two important groups of people together: your customers and your employees. We apply Customer Profiling, bringing your customers to life through a set of portraits, allowing your staff to further connect with your customers’ needs.

We Embark on making the branded customer experience a reality by ensuring your employees have the skills and desire to deliver on this experience. We work with you to ensure your business is ready on all fronts, be it processes, layout, procedures or people. Ultimately, your people are the key to making a branded customer experience “business as usual”. Therefore, we set out to inspire and develop them to deliver on your desired experience.

To Anchor the experience, our team of Consultants built a support mechanism and the required measures to ensure the experience is applied and replicated, flawlessly. Most importantly, we involve your staff to ensure we have buy-in and they are engaged, thus having a real impact on your customers.

To Sustain this Branded Customer Experience, we support your managers and front-liners with the necessary tools, so they can better manage the experience, coach their teams on the required behaviors and keep everyone focused on what matters the most: your customers and their experience.

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Click on the titles below to find out more about each of these Brilliant Basics interventions:


A Complaint is a Gift

In order to turn a negative situation with a customer into a positive one, it is vital that the organization and its entire staff with customer contact know the prerequisites for good complaints handling.  If an organization is to have a chance of recovering its’ customers confidence by processing complaints effectively, it needs to create a good “complaints’ culture”. The organization’s systems and policies should make it easy for the employees to process complaints effectively.

Be a Double Bagger

Building a culture of recognition and personal development enhances the customer experience, both internally and externally. At the heart of Be a Double Bagger is the importance of building and sustaining relationships with others that are engaging and empowering.

Building a Customer-Centric Culture

Recognizing and delivering upon customer expectations is essential to building any successful business. To accomplish that, one must offer a differentiated service valued by customers – both external and internal – and fulfill the promise consistently.  Through fully bespoke interventions, we help you build a customer-centric culture that sets you apart from the competition

My Personal Guarantee

Developing awareness around quality is critical for an organization’s reputation, therefore focusing on how we can learn to increase the quality of every detail in our everyday activities can make a difference. Personal Guarantee is a powerful quality concept underpinned by the principle that the person who performs a task guarantees its quality; meaning that this person has checked their own work – and is not only proud to put their name TO it, but also ON it.

Putting People First

An internationally well-known and successful TMI tool, as well as a source of inspiration for people who want to gain something more in their lives and develop themselves in the service sector, Putting People First is about personal service excellence. Better understand and satisfy your customers’ expectations, handle intense and stressful situations and be able to interpret body language.

Branded Customer Service

Branded Customer Service is your guide to moving service delivery to a new level so that brand reinforcement occurs every time customers interact with representatives of your organization. It shows how to infuse an entire organization with brand values, and create a recognizable style of service that reflects brand promises and brand images.

Employeeship

Your staff, when they feel empowered, supported, and connected with your business will be better placed to deliver high performance.  TMI’s Employeeship concept, first published in 1992, is a management philosophy and consulting process helping you to shape a healthy and vibrant culture in your organization that will enable your strategy to succeed.

Operationalizing Service Process

This comprehensive development process has been designed for service organizations seeking to capitalize from a major improvement in customer service through retaining and growing a customer base, increasing sales, and improving service efficiencies. This process helps you define and embed customer service experiences into the lifeblood of your organization. It is especially relevant for ‘operational’ service organizations with large numbers of staff and clients, multiple sites, and a large number of customer experience touch points and ‘moments of truth’.

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