Branded Customer Service Process

Branded Customer Service is your guide to moving service delivery to a new level so that brand reinforcement occurs every time customers interact with representatives of your organization. It shows how to infuse an entire organization with brand values, and create a recognizable style of service that reflects brand promises and brand images.

  • Build your brand from the inside-out and transform your organization
  • Engage staff, build customer trust, and create a competitive edge  
  • Enhance your brand through every service touch-point
  • Discover how to transform your organizational culture
  • Align training and HR practices with business strategies
  • Establish the foundations for a unique employer brand

Branded Customer Service is a methodology that provides solutions, tools, and products that you can shape to fit your needs, and you can implement from within your organization. As a result, all key functions of your company – marketing, customer service, sales, operations, and human resources etc. – become aligned to each other, your brand, and your business strategy.

Creating an on-brand organization is an emergent process which involves multiple and concurrent interventions – and on-going refinement – across all touch-points of your service culture.

Branded Customer Service is not a "one size fits all" approach. It embodies the uniqueness of your organization, and should be blended into your existing company interventions and operational strategies.

The Brand-Building Pathway

Define – Brand DNA

Discovering the key brand attributes of your organizational culture, and defining the service behaviors that will bring your brand to life.

Measure – On-brand Measurements
Developing customized tools that reveal and analyze the alignment of your service to your brand.

Communicate – Internal Brand Communications
Building skills and strategies for employee communication, and creating Brand Champions within your business to keep the messages alive.

Manage – Service Management Systems
Managing service delivery through focus on your brand, recruiting for brand fit, and developing strategies and skills for off-brand service recovery.

Engage – Brand Engagement
Building commitment of service staff, and aligning their attitudes and actions to deliver your unique branded customer experience.

By following this pathway, and blending the concepts with what you already know and do, our vision is that you will achieve significant outcomes:

  • Defining and designing on-brand customer service experiences that are as distinct as the brand personality they represent
  • Instilling on-brand habits and behaviors at every corner and at every level throughout and across your organization
  • Consistently delivering on-brand customer service experiences that match your brand promise

Your opportunity is to unleash the potential of your brand, by maximizing the value of one of the most important brand reinforcement touch-points there is – customer service.

This brand-enhancing pathway equips you with strategic processes, analytic tools, brand education resources, brand champion guidelines, case studies, examples, and an on-line Resource Centre. It helps you link the dynamics of customer service with the psychology of brand – two of the most powerful ideas in today’s business world.

To read more please visit http://www.brandedservice.com/about-bcs/the-concept

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Copyright "Branded Customer Service", 2006