We help you activate your brand

Build Your Network of Raving Fans

What we do

We work with an array of companies in different sectors to improve their customer experience. Whether that means making shopping more fun, hotel visits more rewarding, hospital stays less awkward or flying more comfortable.

Organizations often make promises that can be hard to keep. There are always obstacles in the way: organizational structures, people who do not share the same vision, the high workload. Sound familiar? We can help you activate your brand by closing the gap between what your advisers promise and what your customers actually experience.

We change the way people learn, lead and interact. We transform companies by engaging people, which empowers them to make a difference. We trigger companies to work collectively to create memorable experiences for their customers, and convert their customers into Raving fans.

THE REVERSE JOURNEY

Reverse thinking often turns an organization upside down, which is precisely the point. 
Who are the most essential colleagues in your organization? “Customer-facing”, colleagues. Those employees that interact with your customers are the most important. They carry, represent, and are the face of your brand. They are the brand.

Reverse thinking expects everyone from senior management to team leaders to share one goal: to empower the front-line employees to create the best customer experience, because they are the ones who will activate your brand.

REVERSE YOUR ORGANIZATION

The Reverse journey covers all aspects of an organization, from brand and customer experience to operational excellence. Here are a few questions to kick off your Reverse journey right here, right now!

  • What is the desired experience of your brand, your customers?
  • What leadership does your organization need to empower your employees?
  • What kind of training does each of your employees need? What types of learning work best for them?
  • What qualities doe you employees have? How do you set them up for success and sustainable growth?
  • How can you make sure your employees can fulfill your brand promise every moment of every day?

Learn more about what we can do for you below.

Brand & Customer Experience

Leadership & Culture Development

Learning & Development

Talent Development

Operational Excellence

  • The Reverse Journey

    Brand & Customer Experience

    Experience is the new battlefield. Your customers, guests, patients, and passengers expect more than ever before. However organizations have fewer and fewer resources (time, money, and people). You want your customers to remember you and tell their friends about you?

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  • The Reverse Journey

    Leadership & Culture Development

    Development means changing, moving and being fluid and making strides. Strides that make a difference. Which steps do you want to take or do you have to make? How do you motivate your colleagues to join?

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  • The Reverse Journey

    Learning & Development

    70% of learning occurs on the job, 20% from people and only 10% from courses. Of those last 10%, people are likely to forget almost everything if the environment doesn't support what they have learned. Skills don’t stick. If you want to change behavior, you need to change the context.

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  • The Reverse Journey

    Talent Development

    If you can breathe you can perform, only if you're inspired, you can excel. Yet, most organizations focus on performance instead of potential. What about you? Are you a competence manager or talent manager?

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  • The Reverse Journey

    Operational Excellence

    You want your business to be the best that it can be. How can you ensure that your employees deliver and sustain an authentic customer service, especially if you’re not around 100% of the time? 

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