transforming organisations through experience-led learning
reverse
journey
Tailor-made consultancy and
facilitation for your organiSation and
your needs.
Whether your organisation thrives in hospitality, retail, automotive, aviation, telecom, banking, or other, customer/guest experience is EVERYWHERE. But is it great? Is it meaningful? And is it consistent? What if we told you that you could be in control of that?
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, is key to success. 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 markets
what is your purpose? what makes you stand out in the crowd? what kind of leader would you like to be? how do you want to be experienced? what makes you a great employer?
what is your purpose? what makes you stand out in the crowd? what kind of leader would you like to be? how do you want to be experienced? what makes you a great employer?
reverse
approach
When developing a long-term, winning customer/guest experience strategy, the below (5D) approach works.
Click on the 5 blocks:
Dream
Dare to dream big and define your compelling purpose and an appealing identity. We then guide you to build an alignment on one common North aka our ‘ Reverse Blueprint’ for your organisation.
Define
After creating your Reverse Blueprint, define your brand mission or broader ambition for the next few years. Use your brand purpose and identity to sharpen your target audience and shape the customer experience you want to deliver.
Design
The previous phases lay the foundation for impactful experience design, online and offline. This is where you define key touch points, store or outlet concepts, and design the customer journey to bridge the gap between your brand ambition and everyday reality.
Direct
Organisational change starts with leadership development. Impactful leaders bring the Reverse Blueprint to life, daily empowering, purpose-driven, inspiring, and coaching. This is the moment to train both senior and operational leaders through your tailored programmes.
Deliver
The proof of the pudding is in the eating. Defining your purpose and intended experience is not the hard part. Living it, every day on every touchpoint is the real challenge. This is where we train the co-workers to embody the message and understand how to deliver on a daily basis.
the journey
1. blueprint creation
2. define the gap
3. design the journey
4. direct
5. deliver roll out
the
blueprint
compass
we bring it to life!
Step by step, we guide you to bring your brand promise and Reverse Blueprint to life. Together we design the right training programs for your co-workers, managers and supervisors for an optimal effect. We then use our customised tools and apps to support the process and to maintain and measure the success. Let’s step up the game of your customer/guest experience!
we bring it to life!
Step by step, we guide you to bring your brand promise and Reverse Blueprint to life. Together we design the right training programs for your co-workers, managers and supervisors for an optimal effect. We then use our customised tools and apps to support the process and to maintain and measure the success. Let’s step up the game of your customer/guest experience!
This is what our very own Reverse Blueprint looks like:
define
the gap
DEFINE YOUR AMBITION
After creating your Reverse Blueprint, it is time to be bold and define your (broader) ambition and/or your mission (an assignment that needs to be realised within x years). Your purpose and (desired) identity are also the starting point for the finer selection of your main target audience and the definition of how you want to be experienced by your customers and other stakeholders. Having a brand promise is one; more important is to what extent you deliver on it. During this phase, you will discover the gap between brand promise and your current reality.
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, is key to success. 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.
design
the journey
The experience guide is a foundational document which explains, supports and defines the guest experience in the eyes of the brand and fully in line with the defined blueprint.
An animation video can significantly enhance your blueprint by turning complex ideas into engaging, easy-tounderstand visuals that leave a lasting impact.
The Reverse People Cycle is a strategic framework designed to enhance employee engagement and brand loyalty by guiding individuals through a meaningful journey within an organization.
The leaders learn how to lead their team by connecting leadership, behaviour, engagement, activating mindsets and coaching on the job.
The experience guide is a foundational document which explains, supports and defines the guest experience in the eyes of the brand and is fully in line with the defined blueprint.
An animation video can significantly enhance your blueprint by turning complex ideas into engaging, easy-to understand visuals that leave a lasting impact.
The Reverse People Cycle is a strategic framework designed to enhance employee engagement and brand loyalty by guiding individuals through a meaningful journey within an organisation.
The leaders learn how to lead their team by connecting leadership, behaviour, engagement, activating mindsets and coaching on the job.
direct
Your Internal Blueprint Activators will undergo a 3- day facilitator-led training (TTA) to independently train and support co-workers during and after the Activation program.
A leadership journey is facilitated by Start Reverse, we invite the participants on an invigorating journey to their personal leadership. The management/leadership team(s) are the role models in bringing the blueprint to life.
Blueprint workshop
A tailor-made Experience Blueprint, which establishes the foundation for the Experience (internal and external). It will engage everyone by connecting behavior, culture, and leadership to this mindset.
Your Internal Blueprint Activators will undergo a 3-day facilitator-led training (TTA) to train and support co-workers independently during and after the Activation program.
A leadership journey is facilitated by Start Reverse; we invite the participants on an invigorating journey to their personal leadership. The management/leadership team(s) are the role models in bringing the blueprint to life.
Blueprint workshop
A tailor-made Experience Blueprint which establishes the foundation for the Experience (internal and external). It will engage everyone by connecting behaviour, culture, and leadership to this mindset.
deliver
roll out
IMMERSE YOUR BLUEPRINT
This is the stage where your Internal Blueprint Activators will roll out the immersion and activation programme, engaging co-workers in a comprehensive experience designed to align them with the brand’s vision, values, and behaviours. Through this programme, co-workers will gain a deep understanding of their role in bringing the brand’s purpose to life, fostering a unified and purpose-driven culture within the organisation.
‘reverse journey’
cases
Thinking Reverse and immersing 100 KLM Leaders to create an optimal work climate, so that co-workers can shine. That is so fly!
Bringing customer experience to a new level by training from within. Co-workers, store managers and ambassadors all going for gold!
let's talk
We are looking forward to talking to you !
Please fill out the contact form below and we will reach out to you within 24 hours.
Do you have a more urgent question?
Feel free to give us a call at +31 (020) 237 47 18
