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.

  • Employee Experience ·

The Employer Brand

Work culture is a vital ingredient to sustaining success, but how does a brand create and then sustain that culture? The answer is through creating an employee experience that mirrors the customer experience. Ronan Dunne, former CEO of O2 and current Strategic Advisor to the Verizon CEO, sums this up well: ‘If you cannot turn your employees into fans there’s no way that you will turn customers into fans.’
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  • Brand-led Business Strategy ·

Good PR for your HR won’t compensate for a poor Customer Experience

This month, telecoms giant Virgin Media O2, announced that it would offer staff free gender transition therapy in order to provide “support and allyship to people from marginalised communities”. Unfortunately for the customers of Virgin Media O2, the spirit of generosity that the brand shows its staff, does nothing to gloss over a dismal customer experience. Virgin O2 have to be very careful not to drive a gap between their employee experience and their customer experience. Otherwise, this chasm will cast a shadow on the very purpose of the brand itself.
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