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.

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  • 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.
Read More »
  • 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?”
Read More »
  • 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.
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

Need a shot of Caffeine?

Are you an impatient leader wanting to make things happen?

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