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JourneySpark Consulting is your partner in strengthening the connection between your brand, your customer experience (CX), and your culture. It starts with understanding your brand promise: what's your unique combination of Better, Faster, and Cheaper. Your CX is how you deliver on your brand promise and create a stronger emotional connection at key moments along that customer journey, making them more meaningful and memorable. Evoking emotions along the customer journey requires focusing on the behaviors you want to nurture regarding how employees show up with customers and with one another. This is the CX and Culture Connection, which is also the name of the book and podcast from JourneySpark Consulting’s founder, Matt Egol.
At JourneySpark, we work with clients along three complementary pathways to reinforce the connection between brand, CX, and culture. First, we help you prioritize where to focus across Better, Faster, and Cheaper to deliver value to customers and get your growth flywheel spinning. Second, we help you put in place an approach to customer listening to evaluate how well your CX delivers on this brand promise. Third, we help you assess how well-aligned your culture is to your brand promise and CX, and we drive habit building by your employees to nurture the right behaviors that amplify peaks along the customer journey.
This three-part approach to reinforcing the alignment between brand, CX, and culture can be applied at companies of all sizes across all industries. It is most relevant for companies that are looking to boost engagement and the right behaviors for frontline employees across sales, service, and customer success. Whether you are an earlier stage company looking to enable hyper-growth while ensuring your brand, CX, and culture stay aligned as you accelerate, or a larger company looking to reposition itself for the next wave of growth, taking this three-part approach will help accelerate business value.