Emerging from a long period of regulatory focus we wanted an opportunity to get closer to our customers, our brand and our people. While we were really good at meeting demands, we felt were not close enough to understanding the pain and pleasures of the customers experience with our brand.
Brand Love took us on an incredible journey of JOURNEY MAPPING and our operational contact centre teams learnt the skills of design thinking, persona building and empathy mapping. Understanding the experience our staff and customers have with our brand has enabled us to transform and innovative We are really inspired by the positive feedback our customers and our staff share with us. Brand Loves approach is so refreshing. If you love Lego, great humour, wacky conversations and belly laughter while learning … then they are a team to partner with.