Brand Vista

Ahead of their free-to-attend event focused on helping construction and property firms generate more profit through customer focus, we’ve been speaking to Brand Vista’s Director Emma Titchener…

Q. Could you explain a little bit a bit about what Brand Vista can offer to firms in the construction and property sectors?

Growth by helping them to positively stand out through creating a distinctive, motivating and credible brand and aligning their colleague and customer experience behind it 

Q. When it comes to vision, how can firms ensure this is alignment with their ambitions?

The brand is a tool to achieve business ambition so the development of a vision always starts with the business ambition. Brand Vista projects begin with immersion in the business and market to understand the full context for vision and experience development

Q. How can firms in the industry more closely align their branding with customer expectations?

Only by truly understanding their customers – Gaining deep customer insight is crucial at the start of any visioning project

Q. How can success in branding be measured?

A clearly defined brand can be broken down into relevant statements. Alignment to these statements can be measured on a regular basis through quantitative research with colleagues, customers and prospective customers

Q. What are some of the biggest pitfalls that firms fall into when it comes to customer experiences?

They don’t align them to their brand so whilst their overall customer experience may improve, it does so in the same way as the industry as a whole so they still do not stand out or achieve their purpose

They don’t base it on deep customer insight gained by a real engagement with their customers.

Q. How important is Customer Experience to maintaining a competitive presence in 2021?

It is by far the most important element.

90% of companies now say they compete in the basis of customer experience. Those that don’t fail, it is as simple as that.

Q. What are you most anticipating about hosting the upcoming Three Ways to Accelerate Your Customer Focus in 2021?

Excited to share our up to date thinking about colleague and customer experiences, hearing from those in the sector about the challenges they are facing in today’s environment and finding ways to help them.