Closing the gap between brand promise and customer experience
Our strategies bring together your brand promise, revenue drivers, operations, and ultimately, your customer experience in order to help build a more resilient, sustainable, and responsive business.
In today’s Experience Economy, successful companies deliver consistent, positive, and memorable experiences during every interaction with their customers.
For most businesses, the challenge is to close the gap between what you promise and what you deliver. Customer-centric brands keep their promises and build such positive, memorable customer experiences.
When there is a lack of alignment between your revenue drivers, internal operations, brand and culture, the customer experience becomes inauthentic and disjointed. Companies that promise one thing but deliver something different will lose their customers.
Companies that get it right, however, deliver authentic and connected experiences that build trust and loyalty with their customers, ultimately leading to increased revenue and long-term success.
Through a strategic methodology, we help companies build consistent, positive, and memorable experiences at every point of interaction with customers.
This makes the business more responsive to the needs of its customers and helps build greater resilience and long-term sustainability.
How We Do It
Our strategic process helps companies uncover important insights about how to close the experience gap.
Isibindi provides strategic services to help companies close the gap between brand promise and customer experience – no matter what stage of the journey they are on.
We work with you through a Discovery and Definition phase that uncovers deep insights into your current revenue drivers and the operational elements that support them, with a focus on identifying gaps.
Once the customer journey and associated service journeys are clear, and we have a good understanding of your brand and culture, we start with a Build and Design phase.
Finally, we turn intention into action during a Planning and Action phase that ensures the measures needed to close the experience gap are implemented.
“Where others spend their time telling me how great they are, Isibindi took the time to listen and understand my context, giving me confidence that they had the right knowledge to make intelligent suggestions for solving my specific business challenges.”
CEO: Leadership Trust
Strategy Consulting Services
Brand Promise and Culture Audit
A series of interviews with key customers and team members help determine current brand perception, behavioural characteristics, ethnology, culture, and relationships inside and outside the organisation. The findings are measured against your defined characteristics, vision, and mission to understand where the gaps are.
Our team works closely with yours to conduct an in-depth analysis of current clients, employees, industries, competitors and culture. This clears the way for finding out where you are delivering and where there is misalignment. By aligning brand, culture and business, we help you move closer to delivering on your brand promise.
Customer Journey Mapping
By mapping the entire customer journey and using sentiment analysis to understand how customers experience your brand and services, we uncover how each customer touchpoint needs to change to build up to a consistent and memorable customer experience that is aligned to your brand promise.
Systems and Process Mapping
It’s not only about understanding the customer experience: it’s also about how your internal systems and processes support the delivery of a positive customer experience. We work with you to understand how your people, processes and systems need to change to achieve this. Our change management services then ensure every person understands their role in delivering on the brand promise.
Strategy & Planning
We do not just give you a strategy with a “Hope it all works out!” as we walk out the door. Our team will work closely with your management team to ensure a seamless and successful implementation and change process. We will also call on our extensive network of expert service providers to complete any work that falls outside the scope of our expertise.
“Isibindi helped me understand the key drivers within my business that would lead to better sales and happier customers. They are highly recommended for growth-focused businesses wishing to close the gap between what they promise and what they deliver to customers.”
Andrew Le Grange
What Makes Us Different?
“Isibindi” in isiZulu translates as “courageous”.
Our business is built on the principle of being courageous enough to make bold decisions that ultimately lead to more successful and sustainable businesses.
We’re adventurous. We discard tired, old thinking in favour of new ideas that are built on a foundation of diversity, curiosity and innovation.
Get in touch with us today to find out how our strategic consulting services can help you achieve new heights in today’s Experience Economy.
“Our business model depends greatly on our interface with our clients. Isibindi played a critical role in guiding our best practices for our interface and user experience, helped us see blinds pots and remained on-hand throughout with fast, personalised service.”