Defining a customer experience that matches your brand identity

Our organisation Brand Image markets itself to our customers shapes our customer expectations. The experience of shopping at Marks & Spencer’s is completely different to shopping at ALDI but these two supermarkets top the customer satisfaction surveys, so clearly there isn’t a one size fits all approach. It is impossible to be great at everything, so we need to focus our effort on what is most important to our organisation and our customers. In this workshop we can align our strategies, measures and targets to deliver an experience that is aligned with our customer expectations.