Welcome

Developing a Brand2Life Programme

Welcome

BRID

GE T

RAIN

ING Areas of expertise:

•Contact Centre•Customer Service•Sales•Brand Delivery•Leadership and Development•Motivation and Presentation•Behavioral Science

BRID

GE E

VETN

S

turning words into

actions

Behavioural

Skills

Transactional

Connectivity

BRID

GE B

ALAN

CE

Who are your customers?

• Are your customers someone who buys from you and your organisation?

• Are your customers someone who has bought into you and your organisation?

Have more fun!

Out of the 171,476 words currently in

use from the Oxford dictionary

Pick one word that would represent you as a brand?

great Brands are not about words

great Customer Experiences are not about words

Words Words Words

Inspirational

Trustworthy

Exciting

Unique

Professional

Trendy

Service Excellence

Integrity

Personal

Consistency

Innovation

Words Words Words…

Great customer experiences are all

about actions...

Are Living Brands®

Born or arethey Made?

The Living Brand® Matrix

The Living Brand® Matrix

Brand2Life Programme

Actio

ns

Brand Values

Skills

Living Brand®

Developing a People First

Culture

25 Minute ChallengeOne: What are the Brand Value words of your organisation or training initiative? (5 minutes)Two: What actions can your frontline engage in to bring these words alive? (8 mins)Three: How can you develop your people on these actions? ( 7mins)Four: How do you keep these words alive in your Living Brands?(5 mins)

4 steps to developing your Living Brand®

25 Minute ChallengeOne: What are the Brand Value words of your organisation or training initiative? (5 minutes)Two:Three:Four:

Look

FeelSo

und

NEUR

O-LI

NGUI

STIC

PR

OGRA

MM

ING

(NLP

)

EMOT

IONA

L IN

TELL

IGEN

CE

25 Minute ChallengeOne: CompleteTwo: What actions can your frontline engage in to bring these words alive? (8 mins)Three:Four:

25 Minute ChallengeOne: CompleteTwo: CompleteThree: How can you develop your people on these actions? ( 7mins)Four:

CONT

INUO

US L

EARN

ING

TOOL

S

25 Minute ChallengeOne: CompleteTwo: CompleteThree: CompleteFour: How do you keep these words alive in your Living Brands?(5 mins)

People who are connected to the brands they represent are happier, healthier and more

proactive in their work environment

The secret behind successful brands is: attitude

• Set clear manageable expectation lines• Ensure that all staff training enables a clear

action plan in-line with values• Empower each skill-set to deliver consistently

MotivationCommitmentPersonality

Saying it and living it are two very different sides of your

Living Brand®

Thank you!