Competitive Advantage

The SERVICEBRAND approach is based on the well respected service profit chain model (“Putting the Service-Profit Chain to Work”, Heskett et al, – Harvard Business Review) and includes the additional elements of Brand Identity and Systems & Processes.
The focus is on placing the Customer Experience at the heart of the business and aligning the following areas:

Brand Identity – having a strong sense of Purpose and Values guiding all areas of the operation.

Employee Engagement – inspiring people to be One Team of true ambassadors for the organisation.

Systems & Processes – ensuring that the organisation infrastructure supports the other elements.

The SERVICEBRAND approach involves aligning these areas at the levels of Strategy, Management and Delivery.

A supportive, coaching style is used to engender ownership and deliver sustainable success.

We collaborate with a network of partners to deliver bespoke SERVICEBRAND initiatives.

“Truly progressive thinking. The pragmatic approach to providing a customer experience achieves measurable return on investment.”
Steve Flaim
President of The Americas and Group COO
PTS Consultin


The SERVICEBRAND approach is used to create a tailor made solution for each situation but may include a range of the following:

Service excellence programmes – putting the customer at the centre of the business
Employee engagement processes – inspiring people at all levels and functions to be brand ambassadors
Brand DNA – purpose, values and service promise
One Team leadership events – inspiring ongoing individual and collective commitment and action
“In their shoes” customer journey – creating a customer brand experience (including SERVICEBRAND signatures)
Organisational alignment – strategic thinking and operating processes
Impact measurement – NPS, brand, customer and employee satisfaction
Quality Assurance – SERVICEBRAND360
Project management – coordination and oversight of activity programme

A network of specialist experts provide other specific services on an as required basis.


SERVICEBRAND360 – healthcheck assessment and learning & discovery model enabling alignment of business strategy
SERVICEBRAND Operating Platform – operating platform model to support the SERVICEBRAND approach
Values Calculator – identifying organisational core values
corevaluescore survey – a snapshot of how well your target culture and values are being experienced in practice by key stakeholders
31Practices – translating organisational values into day to day behaviour
my31Practices – translating personal values into day to day behaviour
SERVICEBRANDSignatures – creating unique points of difference
Outside in assessment – a “snapshot” report from an employee and customer perspective
Omotenashi – customer service programme inspiring “heartfelt” service
PulsE – customer journey mapping
Velocity – executive team event to align strategic direction and accelerate leadership

Specialist Partners

Barrett Values Centre, values assessment
Customer Faithful, customer insight
Digital MR, digital market research and web listening
Feedback Ferret, customer feedback reporting
Holtby Turner, people development and recruitment
Indigo Tree, web development
Lumina Learning, psychometric profiling
Magenta Associates, Public Relations
Mattart, illustration
Skinny Design, graphic design and print
SomeBright Spark, event production
Talent Toolbox, performance appraisal tool
Values Based Leadership, connecting people and organisations