Helping businesses to understand what matters most to their customers and employees is what inspires our work. Distilling what matters most into actionable brand strategy and using it to deliver distinctive customer and employee experiences helps our clients to attract and retain both happy customers and engaged employees – making our clients happy too.

The demands of customers and employees have never been higher or more aligned. We are increasingly working on engagements targeted at both internal and external stakeholders. It makes sense, as what often matters most to your customers (e.g., feeling valued, rewarding experiences, empathy, and respect) is what matters most to your employees too. After all, a distinctive brand that brings customers through the door is only possible with an engaged team behind the door, delivering it.

Our work to help clients to identify and deliver what matters most has led to Caffeine partner Smith+Co being awarded The UK’s Leading Management Consultants 2022 by the FT. This is the 3rd year in a row we have won this award and we are particularly proud of it. This is because, unlike other awards, nominations are taken directly from peers and then clients which shows they value the work we do.

In 2020, Smith+Co and Caffeine completed a merger to bring Caffeine’s Brand Strategy and Employee Experience practices and Smith+Co’s Customer Experience practice under one roof. This means, as we head into the spring of 2022 we can help you build your value proposition on what now matters most to your customers and employees… something that matters most to us too.

  • Customer Experience ·

Getting the measurement right

As customer experience consultants it is great to see leading companies, SMEs and start-ups making CX a non-negotiable foundation of their business operations. The next-step however, isn’t often thought-through – measurement. If you, as a brand leadership team, haven’t yet created a way to measure the impact of your customer experience initiative, ensuring that the outcome is positive and that the experience can be sustained… then it’s time to clear your diary.
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  • Leadership ·

Do you deserve to be followed?

“Why should anyone be led by you?” was the chilling headline of a McKinsey award-winning Harvard Business Review article (subsequently becoming a book) in 2000. Fast forward two decades and perhaps that headline should now be, “Why should anyone keep being led by you?”
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  • Brands ·

Being The Brand

When the strain upon the operations of a company is too much for the system itself, what hope is there for a brand to inspire or maintain customer loyalty? The last line of defence for the brand, when the systems fail, is the relationship between the staff and the customer. When ‘push comes to shove’ your people are your brand.
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