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Our method is based on our own APA model [before-during-after] of the customer experience cycle, which we combine with marketing and service design tools.

Our [METHOD]


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T.R.U.E.

Positioning

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What is your brand DIFFERENCE, which can make a difference for your customer? Is this difference TRUE, RELEVANT, UNIQUE, EXPRESSED in one sentence?

These two questions are very tough - 90% of your industry brands cannot answer them - but just as essential to set yourself apart in your customer’s eyes.


Together, we’ll use this proprietary tool to understand why your customers choose you and to create a marketing axis that will take your brand from GOOD > to BETTER > to DIFFERENT.

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Service Design

Service design is a customer-first approach. It focuses on the form and the functionality of your services and sets out to ensure that the service interface is Useful, Usable, Desirable for your customers (FRONT OF THE HOUSE), and Efficacious, Efficient, Marketable for you [BACK OF THE HOUSE].

We use observation, iteration and creativity to improve your current services and create new ones.

Training

For each project we work on, we design a training programme addressing customer/staff relationship and staff/manager relationship.

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Our training method combines theory - to explain why - and role play - to show how.

These role plays are led by a trainer who is also an actor, and they are a great way of helping the group to feel, understand and take on board the practical requirements and emotional needs of both customers and staff. The programme is completed by group discussion and breakout activities.

All our training courses are jointly run by a trainer and an actor, so we can cover interpersonal relations effectively and make learning easier.

Research,
on top of experience and creativity


ALL OUR PROPOSALS, STRATEGIC, CREATIVE OR PRATICAL ARE NOT BASED ONLY “ON OUR EXPERIENCE".


We use research *first, as a reality check *second, to help us enlarge our set of options, using insight *third, to validate our choices, and *finally to track progress.