ECS, an IT Distributor Company was looking at creating a consistent brand experience DNA and values. The next step then was to communicate this Experience DNA through every touchpoint. Using Brand Performa™ Jerome measured the awareness and understanding of internal stakeholders on customer experience in the organisation. The research enabled him to translate the key values and communicate it through key touchpoints. A new set of brand guidelines was developed mapping out critical brand touchpoints


Jerome identified the Branded Customer Experience Value and translated this finding to employees which reinforced their understanding and behaviour in each interaction with customers.