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1. Connecting culture, brand and experience
In this podcast we’ll cover:
Creating your culture
I’ve been inside organisations learning what works – and what doesn’t – since 1995. My greatest frustration is seeing a disconnect between the promise and delivery, between brand and culture. But if you make that connection it’ll help you keep your promises to your customers. And that’s what makes them happy.
Building a better brand
Many brand strategies are based on insight, but not on the culture’s ability to deliver. So start by understanding the strengths of your culture – the qualities that have made you successful so far. Building on those strengths, you can develop a brand strategy that isn’t just a fanciful concept. Your brand will be deeply rooted in your culture’s ability to deliver. Which means you can be confident you’re giving the service you promised.
Transforming employee and customer experience
Having aligned your culture and brand strategy you can make these real in every interaction with your people and customers. When you map their journey, discover how they’re feeling and when, you can transform each moment of contact. And with this new, clear direction, you can train your teams to build their empathy and coach them to sustain it.
Subscribe here for future episodes. And learn more about my approach, insights and clients at https://benafia.com.
View all episodes
By Ben AfiaIn this podcast we’ll cover:
Creating your culture
I’ve been inside organisations learning what works – and what doesn’t – since 1995. My greatest frustration is seeing a disconnect between the promise and delivery, between brand and culture. But if you make that connection it’ll help you keep your promises to your customers. And that’s what makes them happy.
Building a better brand
Many brand strategies are based on insight, but not on the culture’s ability to deliver. So start by understanding the strengths of your culture – the qualities that have made you successful so far. Building on those strengths, you can develop a brand strategy that isn’t just a fanciful concept. Your brand will be deeply rooted in your culture’s ability to deliver. Which means you can be confident you’re giving the service you promised.
Transforming employee and customer experience
Having aligned your culture and brand strategy you can make these real in every interaction with your people and customers. When you map their journey, discover how they’re feeling and when, you can transform each moment of contact. And with this new, clear direction, you can train your teams to build their empathy and coach them to sustain it.
Subscribe here for future episodes. And learn more about my approach, insights and clients at https://benafia.com.