Branded Customer Experience Training

Give your people the knowledge and skills they need to deliver your brand promise.

“The support, guidance and direction given by the team have enabled us to create a positive change in the selling culture within the Waterstones business. The approach they took has ensured buy-in at all levels within the business.”


Why customer experience training is important

Designing your experience is one thing; implementing it is another. Achieving the engagement of every employee and every department entails significant investment in education and training, effective teamwork, performance management, communications and technology.

Giving employees the skills and knowledge in what they need to do to deliver the experience, as well as being supported by the products and processes to do so, is at the core of our approach.

We develop differentiated training that teaches people not just what the core behaviours are but how to live them for customers – training that really enables people to turn company and brand values into a competitive advantage. Our innovative and engaging branded training, instead of giving a prescriptive formula on what to do to be the best, helps employees ‘get it’ for themselves. This results in a higher level of employee satisfaction and commitment as well as embedding the core values which make your customer experience sustainable for the long term.

How we help

  • Alignment – we create a framework so that other initiatives are implemented holistically. We suggest how to implement the design through your internal work-stream functions supported by Caffeine where appropriate.
  • Branded customer experience training – the opportunity to create magic moments is at its greatest when customers interact with people. We design branded training for your people to equip them with the skills to deliver the branded customer experience.

Video: How to empower people to focus on customers

Watch out for...

Wimping out

It’s at this point that the thought of training the whole firm to engage every employee in every department can feel overwhelming. The programme can get watered down (‘frontline staff only’) or put off to the following year (and then put off to…never). And yet, you’ve come this far, why would you stop at the point of delivery? Invest in your people and the payoff will be better engagement, better performance and a better customer experience that accelerates growth and profitability.

Get in touch...


  • Employee Experience ·

Richer Experiences Make Richer Brands

There’s no such thing as the perfect brand. However, our decades working with leading brands to help them with their brand experience, have shown us that there are clear winners across every market and in every sector. These are the brands who stand up, stand out and stand firm. And with a full trophy cabinet and a much-studied business model, Richer Sounds is undeniably one of these brands. 
Read More »
  • 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.’
Read More »

Our Services

Brand-led Business Strategy

A growth strategy that inspires customers and employees


A distinctive customer experience that sets you apart


A culture that enables and empowers employees

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