This course is designed to clearly set out the elements with make up your customer experience and identify tangible actions that your associates can implement straight away to bring your brand to life.
Through a series of practical exercises, we will identify all customer touch-points with your business and analyse how they measure up to your brand aspirations. We focus on team accountability and individual self-awareness to assist your associates to identify the every-day behaviours and actions they can implement to bring a consistent customer approach to all of your teams’ communications and customer-focused activities.
Participants will take away a clear understanding of their customer brand proposition, along with a personal action plan for implementing brand-based behaviours.
On completion of this course you will have mastered:
- Fundamental concepts of brand and culture
- Culture and customer experience as a competitive advantage
The competitive landscape – review of competitor brands and unique selling points
Semiotics and symbolism – does the experience match our aspirations
Complete company-wide gap analysis
Brand-based techniques and brainstorming
Action planning - what success looks like – keeping the team honest and on-track
Who should attend?
- Individuals responsible for developing a cohesive and engaging companywide culture
- Individuals who are involved in creating customer communications which are consistently on-brand