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.”

DIVISIONAL DIRECTOR, WATERSTONES

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...

Insights

  • Brand-led Business Strategy ·

The purpose of brands

“Brand purpose truly is a bunch of crap, because it’s disingenuous. You’re saying, ‘My purpose is to make the world a better place’. No, your purpose is to make money". So said YUM! brands CMO Ken Muench who oversees global marketing for KFC, Pizza Hut, and Taco Bell in a recent interview for Marketing Week. In this one sentence Muench manages to get it exactly right, and at the same time, exactly wrong.
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  • Customer Experience ·

‘There are no customers in the office’ – the benefits of talking to strangers.

Fear of rejection stops us from making the first move. It stops us from speaking to people we don’t know. But think about the first time you met your best friend, your life partner, your long-standing client. All the best relationships start with someone being brave enough to make the first move and someone reacting positively to the person who had that courage.
Read More »

Our Services

Brand-led Business Strategy

A growth strategy that inspires customers and employees

Customer
Experience

A distinctive customer experience that sets you apart

Employee
Experience

A culture that enables and empowers employees

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