We start by engaging with your teams at all levels to understand what they love about your brand, how the business works, and which specific parts of the customer experience are real highlights for customers, and which leave them tearing their hair out.
We also dig into the culture of the business - how do people feel about working for you, and what would make it a more appealing place to work? We use this to produce a report that acts as a springboard for action - an insight-packed customer and employee experience analysis, along with stimulus for the next stage: developing your Identity
Before making changes to the Culture of the organisation or your Customer Experience, it’s essential that we help define the Identity of your brand. What do you want to be known for, both as an Employer brand, but also to customers? How do you stand out from the competition? Why should customers visit you, and why should colleagues want to work for you?
Through an interactive, hands on and extremely fun Identity workshop, we’ll help you create a brand that your colleagues want to be part of and customers are drawn to.
With your identity defined, we then begin working on bringing to this to life throughout the organisation so that it has a positive impact on the Culture of the business.
In a series of interactive, inclusive workshops, we take the key stages of the employee experience – from recruitment to leaving – and work out how we can infuse the identity into them so that you do things a uniquely aligned way.
As well as getting the functional elements of the employee experience right, we also work to create some Cultural Icons – 2 or 3 big things that embody your identity, are loved by your teams, and help you become famous as an incredible Employer brand.
Now that your team understands the new Identify, and what it means for them, we can use their energy and inspiration to work out how it should come to life throughout your customer experience.
We start by getting rid of any Identity Thieves – are there moments in the customer experience that stop your team delivering a great experience, or that frustrate customers?
With these fixed, we then create Identity Heroes – unique moments in your customer experience that bring the Identity to life and are loved by customers and colleagues alike.
With the major blockers removed, and some simple guidance on how to deliver your Identity through the customer experience, the Upside Down culture will mean that your people naturally generate more and more ideas to improve the customer experience further, and make your Identity even more distinct and compelling.