First Direct is a stand out example of brand alignment –
the customer experience perfectly matches the brand promise, every hour of every day.
We like to think that we helped develop and maintain that culture during the late nineties, and that we can bring the same expertise and techniques to your organization.
We work with you to bring your external brand alive in the organization, so that everyone from the Director to the receptionist is living the brand in their day to day behavour, is committed to the goals and values of the organization and creates a consistent experience for the customer or service user.
We have worked with some of the most recognizable brands in the UK, US and around the world, and have particular expertise in developing the customer service experience and training needed to deliver the brand consistently, every day, everywhere by everyone. These practices and techniques are even more powerful in charitable organizations given the mission orientation and level of employee commitment to the organizational goals.