BRINGING RELEVANCE TO THE WORLD
Most companies don’t know why their customers are buying from them. Or why guests are booking and staying, which in a time of commoditization is tricky. Just like not knowing why co-workers choose to work for you, or why they leave you. The Corona Outbreak has made people more aware than ever before of matters like footprint, purpose and relevance. What is it that makes you relevant and stand out in the crowd?
Finding your purpose is key, as well as actively living it. Create your own Relevance Blueprint, starting with purpose. For yourself, your brand and/or your organization.
You need to have a purpose that is bigger than yourself. Or you will only be serving yourself.
TO GO BEYOND CUSTOMER SATISFACTION
WE ARE REVERSE ENGINEERS
Who do you think you are? Steve Jobs once said: “It’s more fun to be a pirate, than to join the Navy.” As Reverse Engineers we like to challenge traditional and process thinking. And make purpose and intended experience leading for everything else. We help close the gap between brand promise and reality.
Reverse Engineering starts with defining a compelling purpose and an appealing identity. Combined like yin and yang, they are the foundation for great things to happen. Why you are and who you are or want to be, will drive behavior and process in your organization, more than anything else.
SHOW YOUR FACE
Your defined identity tells the world who you are. And what you stand for. At Google everybody is a Googler. Every co-worker at Starbucks is a partner. Adidas has coaches, Mazda has Rebels, and up to the CEO at Le Pain Quotidien everybody is a Host. Having one identity, as a ‘virtual job title’ for all co-workers in your organization takes all hierarchy away and makes it super clear what the number one focus of everybody is.
Finding your purpose is key, as well as actively living it. Create your own relevance blueprint, starting with purpose. For yourself, your brand and/or your organization.
WE DEFINE PURPOSE AND BRING IT TO LIFE. EVERY DAY ON EVERY TOUCHPOINT.
Next to purpose and identity every co-worker in your organization should know what it is that makes you stand out in the crowd. This should be formulated in a short sentence that is easy to remember, like a crisp elevator pitch.
So what is it that you are doing to bring your purpose to life? What in essence do you do, that makes you relevant? What do you do that turns customers into fans? And co-workers into ambassadors.
By actively bringing your purpose to life, you will be more meaningful and build more value for both shareholders and society in a broader perspective, than by merely focusing on financial and tactical objectives, which will benefit you/your organization in the short term.
Finding your purpose is key, as well as actively living it. Create your own relevance blueprint, starting with purpose. For yourself, your brand and/or your organization.
WE TRANSFORM.
Everybody has a default culture, meaning we always fall back to standard settings, automatic behavior. So in order to make a change last, you need to build a new default. The Start Reverse Engineers will help you transform:
BUSINESS INTO MEANINGFUL EXPERIENCES
COMPANY NAMES INTO EMPLOYER BRANDS
CUSTOMERS & GUESTS INTO HAPPY FANS
CO-WORKERS INTO BRAND AMBASSADORS
MANAGERS INTO EPIC LEADERS
TRAINING INTO REVERSE LEARNING
BY DESIGNING CORE GUIDING BLUEPRINTS AS COMMON NORTH. ALWAYS STARTING REVERSE.
Promises, promises. With a brand promise you can tell your external stakeholders what they can rely on, and often what you will do in case you don’t live up to expectations. A brand promise should be connected to your purpose, your identity and the experience(s) you want to deliver. It is an extension of how you want to position your brand. It should be a short, genuine and engaging message.
In order to live up to your promise, it is very important that everyone in the organization knows essentially how you do what you do. Ideally, the answer to that question will be formulated in such a way that it can also be communicated to external stakeholders.
Already for decades many big corporate headquarters suffer from the so-called 3C syndrome: always wanting to be (too) Complete, (too) Correct and tending to make things (too) Complex.
If you want your co-workers to live your organization’s purpose, bring your identity to life and deliver on the intended (customer) experience, they need to understand exactly what is expected from them.
Start Reverse has developed a one-pager on which your relevance and customer experience strategy is summarized, including what is expected from co-workers and their leaders. This is called the Reverse Blueprint, also referred to as Relevance Compass.
THE REVERSE BLUEPRINT
Finding your purpose is key, as well as actively living it. Create your own relevance blueprint, starting with purpose. For yourself, your brand and/or your organization! Click the button below to learn more about the Reverse Blueprint!
Learn more about our Reverse Blueprint Workshop, Reverse Enriching Workshop and the Ambition & KPI Workshop! Download the factsheet by hitting the button below. Or drop us a line and we’ll get back to you!
EXCITEMENT, CONNECTION, TRUE SUPPORT AND RECOGNITION
Transforming business into memorable experience(s). After working with and for hundreds of inspiring brands, we’ve learned that sharing a common North, with a compelling purpose and an appealing identity are key to success. This is why we have developed the ‘Reverse Blueprint’ methodology.
Creating a consistently meaningful and memorable experience generates a huge economic and strategic impact, which will be hard to copy by others. As a result, true experience leaders outperform the market.
ALL THAT REALLY MATTERS
– Loyal customers and guests
– Happy co-workers
– Stimulating culture
– Transformational leadership
– Cool (employer) brands
SINCE 1987
Since 1987 we’ve made a significant impact on the customer experience at global companies in hospitality, retail, automotive & business. What makes you relevant and stand out in the crowd?
OUR PROJECTS200+
BLUEPRINTS CREATED
20.000+
IN-COMPANY LEADERS TRAINED
2.000.000+
CO-WORKERS REACHED
REVERSE SHOP.
Do you want to transform your business into a memorable experience? Get inspired by Start Reverse (book) or the Experience STARs & EPIC Leadership programs including training videos and facilitator guides!
Experiences STARs The Movie + Energizer Facilitator Guide
Experience is the main driver for loyalty. Transform (your) customers into Raving Fans! Do you want your co-workers to be(come) true Experience STARs? Buy this package and receive the Experience STARs Training Video + facilitator guide (scripted) to facilitate your own Experience STARs Energizer!
Package:
- USB Stick with the Experience STARs Movie
- Facilitator Guide (scripted version) to deliver an Experience STARs energizer training
Start Reverse Paperback – Book
How do you grow beyond customer and co-worker satisfaction? This book will inspire, inform and delight on Customer Experience and EPIC Leadership.
START REVERSE – THE NOVEL (TRAVEL EDITION)
Start Reverse – The Novel (Travel Edition) is about Josh Smith, a retailer who has a hard time coping with the impact of online shopping and the changing customer landscape. When he accompanies his wife Marcia on a business trip to London, he learns how some brands are more successful than others. Bread&Care is the brand that inspires him the most, and Josh starts to adapt several of the lessons he learns for his own bookstore. Josh’s team helps to drive a successful turn-around, which initially becomes an inspiring example for the whole shopping street, and later for many others…
Tip! Let us take you on a reverse journey with Start Reverse – The Journey!
Start Reverse Paperback – eBook (.epub)
How do you grow beyond customer and co-worker satisfaction? This book will inspire, inform and delight on Customer Experience and EPIC Leadership.
Worldhotels unites a large variety of intriguing venues. With “Start with WHY” we want to encourage our hotels to let their individuality shine through and create inspiring moments for their customers. Start Reverse helped us to identify what makes each hotel unique by asking “What do you want your customers to experience when they stay in your hotel?”
Geoff Andrew - Worldhotels
As a global player in the hospitality branch at airports, it’s all about the guests. Start Reverse helps us with the training development and materials to transform our organization from process thinking to the guest experience. With the empowerment of our staff and putting the guest at number one, we emphasize our slogan ‘Feeling Good on the Move’…
Christiane de Jong - HMSHost
Start Reverse have been flexible, practical, and enthusiastic in their approach, while support the delivery of a stepped change to delivering more customer focused experiences. The collaborative approach and creative tools provided by Start Reverse, and the ability to understand their own customers’ needs became obvious very quickly…
Grant McGregor - Shell Global