Translating ‘the brand promise’ into daily customer interactions is often left to relatively junior, customer-facing employees. Inevitably, the customer experience can be inconsistent. The ‘Talking the Walk’ workshop helps leadership teams identify the ‘right’ behaviour at all levels.

Leaders & managers leave the workshop with a clear view of how they can exemplify the brand values and inspire it in others. They are able to bring the brand to life by, say, telling compelling stories or being able to relate routine operational decisions to the delivery of the brand promise.