Brand Strategy

Customer strategy: The missing link

Customer strategy: The missing link

Do you have a clear Customer Strategy to shape the focus of your CX programme and supercharge its delivery and impact? The reality is that not only many organisations overlook this aspect of the CX programme, but many do not have the right skills and tools to design a successful and brand-aligned Customer Strategy.

Emotions are loud but nobody listens

Emotions are loud but nobody listens

People's decisions and behaviours are driven by emotions, but most Voice of the Customer programmes focus only on the transactional aspects of the customer journey, without trying to understand how the customer felt

Escaping the deserted Island of strategy

Escaping the deserted Island of strategy

Strategic talk alone doesn’t change the reality of the present. The best brand strategies are supported by a clear understanding of how they can be brought to life and become part of the DNA of an organisation – well before they start to communicate to their customers those new brand promises.