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Business Excellence : Branded culture

Branded Customer Service

Aligning culture, service and your brand

Value-Add: 
You can magnify your company’s investment in Branding by building a branded service culture!

Your organisation has probably spent a huge amount of money to develop your brand. Would you like to magnify the value of this investment? If so, Branded Customer Service may be for you!

It is likely that your organisation’s investment has focused on – your external branding – your visual identity, promoting and advertising your brand image and your brand. Much of this investment will be wasted if your brand image or your brand promise are not delivered by staff to customers.

Branded Customer Service will help your organisation align your service culture and your systems with your brand.

Bridge the gap between the brand you promote and the brand experience you deliver!

Branded Customer Service is the most comprehensive brand implementation process available on the market. Branded Customer Service bridges the gap between

  • The development and promotion of a brand, and
  • Having the whole organisation focus on delivering on the brand promise.

If you want to take service to the next level, Branded Customer Service is for you!

Branded Customer Service is for organisations that want to

  • Create a unique competitive advantage in the market
  • Deliver customer service that reinforces and builds their brand
  • Create an organisation that is focused on delivering its brand promise
  • Make the brand a part of the culture of the organisation
  • Magnify and multiply the investments that they have made in their brand

The Branded Service Culture Pathway to Competitive Advantage

Branded Customer Service implementation is based around the brand pathways model shown below.

This unique process brings together Strategy, Systems and Culture to create the consistent branded service experience.

It helps to align key departments – Brand Management, Human Resources and Internal Communications – to create an integrated approach to build the brand from the inside of the organisation to the outside. Branded Customer Service shifts mindsets and behaviours of employees towards the brand. It educates and excites them to deliver on the brand experience at every moment of truth.

Clients in Malaysia have included HSBC and Subang Jaya Medical Centre.

TMI’s consulting and workshop solution will help your organisation create its unique service experience through the following types of interventions:

The Most Comprehensive Branded Service Experience Implementation Process in Malaysia

5 key elements to branded customer service implementation

  • Define
  • Measure
  • Communicate
  • Manage
  • Engage

Talk to us about how we can help you create a Branded Service Culture!

Define your brand experience

Using our Brand DNA model, TMI’s Senior Management On-Brand Experience Workshop process will help develop your organisation’s blueprint - your unique service brand experience blueprint. This will give your organisation a clear direction on how to translate your brand into your unique brand experience. This powerful process will change the thinking of your senior management team about your brand and your customer service.

Align your measurements to the brand experience

Brand experience measurement consulting: You get what you measure. Most companies do not measure for the brand experience. They measure for efficiency. TMI will show you how to develop an On-Brand measurement system that will support the delivery of your brand promise.

Engage the hearts and minds of your people through internal communications

  • Communicating internally is about much more than passing on information. It’s about engaging the heart, providing the information, inspiration, and motivation for employees to embrace the brand and all it stands for.
  • TMI’s Write On-Brand Communications Workshops will have a huge impact on the way that your organisation writes its internal communications. Working within the unique framework of the Tone, the Spirit and the Logic of internal communications, your internal communications will never look the same!
  • Our Internal Communications Planning Workshop will open new vistas to you on how to truly engage and energise your employees.

Align your recruitment, performance management, service recovery and empowerment with the brand

The value of investments in branding and branded customer service will be maximised by having management systems, structures and processes that are consistent with the brand. On-brand management has four perspectives. TMI offers workshops and support consulting in each of the following areas to help hard-wire the brand DNA into the organisation through management systems, policies, structures and procedures:

  • Recruiting for Brand – Fitness Workshop
  • Empowering for Brand Delivery Workshop
  • Managing for On-Brand Performance Workshop
  • On-Brand Service Recovery Processes Workshop

Align through your people to want to deliver your brand experience

We will educate, motivate and inspire your people to WANT TO deliver a positive brand experience. Engaged people create truly positive moments of truth with your brand. Our brand engagement experiences and processes are unique to Malaysia. You will inspire new employees with Engaging Inductions, inspire existing employees to live the brand and put in places process to keep the brand experience alive throughout your organisation.

Employeeship

The success of an organisation is everyone's responsibility

Imagine your organisation where employees take the initiative without being asked, or where they put their hands up and say, “I will take responsibility for this project”. This is what TMI calls “Employeeship” behaviour.

The success (or failure) of a company is not (only) the manager’s responsibility. There are many courses on what it takes to be a good manager, but there is little or no formal training on what it takes to be a good employee.  The Employeeship program is about what it takes to be a good, committed employee who actively contributes to organisational success. Employeeship behaviour is shown when employees display a whole-hearted commitment to the success of the organisation. We have an Employeeship culture when everyone’s energy is mobilised to achieve success. Since both managers and employees are employed, management can be considered to be an aspect of Employeeship. There are three key Employeeship attitudes – taking Responsibility, being Loyal to your department and organisation and showing Initiative.

Many companies choose to rate the level of Employeeship in their organisations before and after conducting the Employeeship training course or on an annual basis. This meter measures Employeeship at individual, team and organisational levels.

Energy Meter to Diagnose the Employeeship Culture in Your Organisation

Organisations find that they can diagnose the amount of energy and the level of Employeeship behaviours in the organisations through TMI’s Energy Meter.

Course Duration: 1-2 days
Most suitable for: All managers and employees

Energy Meter

3 TMI tools to measure and improve an organisation's potential for survival and development.

Is your organization characterized by low Energy? Or is there sufficient energy to ensure the survival and development of your organization?

TMI offers a tool to measure to what degree the organisation's culture, systems and policies inspire employees to do their best in their own and the organisation's interest. This is available at 3 levels. The "Energy Meter" contains three unique tools:

  1. The Personal Employeeship Meter
    A tool to determine, evaluate and develop a person's attitude, behaviour and commitment to the success of the organisation.

  2. The Departmental Employeeship Meter
    A tool to determine, evaluate and develop everybody's commitment to the survival and development of the organisation.

  3. The Organisational Employeeship Meter
    A tool to measure to what degree the organisation's culture, systems and policies inspire the employees to do their best in their own and the organisation's interest.

The "Energy Meter" is more than just a set of measuring tools. The "Energy Meter" is also an educational tool useful in the training of all the organisation's employees.

By using the "Energy Meter" at regular intervals in each department of the organisation, e.g. once a year, you and your organisation can measure, take action and continue to improve. The benefits are:

  • Everyone becomes aware of what it takes to be a good employee
  • Everyone becomes aware of what it takes for each department to perform well
  • Everyone becomes aware of the systems and policies which are most appropriate for mobilising energy in the organisation.

The Energy Meter should be used in conjunction with the Employeeship process, which explains the concepts in-depth, whereas the Energy Meter is the toolbox to help enterprises implement the ideas to create an Employeeship organisation.

Our consultants can also help you implement an Employeeship solution.

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