For a modern service company the proof of the pudding is in the way the customer directly experiences the brand in the real-world: no amount of image-manipulation can make up for shortcomings in customer service, courtesy or efficiency.

To find out how the brand is being delivered through all the complex, real-world touchpoints you have to get down to the coalface and 'live it' with the customer. Then - to impact on the company culture - you have to find ways to make the customer insights come to life for the staff.

Our projects in this area generally involve the following key elements:

• Pre-sensitising customers

• Staff as well as consumers in research

• Capturing customer feedback immediately & graphically (eg via edited video)

• Workshops to generate service innovations


'positioning'
'communication strategy'
'new proposition development'
'internal insight'
'corporate identity'