TO BE(COME) A REVERSE ENGINEER?
A successful strategy starts with a compelling and relevant purpose (your why) and an appealing identity (your who). Having defined these, you shouldn’t compromise on anything that follows. If you turn it around (think reverse) you can then define what it will take to bring your purpose and your (desired) identity to life.
Traditional thinkers would start defining their offering and logistics. Management behavior and working climate would then shape a certain co-worker behavior and interaction. Customer experience would be the result of the before-mentioned.
If you would make the experience you want customers to have leading (rather than the end result), you would have much more control over what matters most. Since purpose and customer experience are the big differentiators with great strategic and financial value, this is exactly where your strategy should start (not end).
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.
TO GO BEYOND CUSTOMER SATISFACTION
TRANSFORM YOUR BUSINESS INTO MEANINGFUL 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
A Reverse Blueprint is a one-page summary with your why, who, how & what, as well as the experience you intend to bring to life. And which behavior, working climate and leadership will help deliver this experience consistently. Every day, on every touchpoint.
This our Reverse Blueprint, the foundation for the CX strategy of Start Reverse BV and more. Creating your own Reverse Blueprint will help define and implement customer experience (CX) and employee experience (EX) strategy, boosting:
– relevance and sustainability
– customer engagement and loyalty
– brand activation
– cultural transformation
– leadership transformation
AND CREATE YOUR OWN REVERSE BLUEPRINT!
REVERSE JOURNEY
in 5D
How do you bring your Reverse Blueprint to life? When developing a long-term, winning customer experience strategy, the below (5D) approach works. We call it the Reverse Journey. Our Reverse Engineers would love to learn more about your dream, destination and challenges. Switch between the tabs below to learn more about the proven 5D approach concept!
5D REVERSE JOURNEY
Dare to dream big and define your compelling purpose and an appealing identity. This does not need to be communicated externally. Instead, it’s best to first make it happen and make it stick. Purpose and identity are a solid foundation for a brand promise that could and should be communicated externally. The before mentioned are the perfect foundation to define how you want to be experienced. And for how you intend this experience to be delivered.
Your Reverse Blueprint will the visualization of your dream.
5D REVERSE JOURNEY
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 realized 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. So what’s your ambition? How does ‘great’ look like? During the DEFINE phase you also need to define the gap between ambition and reality.
5D REVERSE JOURNEY
The previous phases are a perfect foundation for the development of meaningful experience concepts. Think about online or offline considerations, store/outlet types, and conceptual choices which are essential to realizing your ambition. During this phase we would also design the journey that would help you close the gap between ambition and daily reality.
We strongly believe that the real change comes from within. Part of this phase generally is the design of:
-
- An Experience or Context Guide
- Video Interviewing
- A Casting concept for future co-workers & leaders
- Train the Caster and Observer
- A Train the Transformer program
- A Leadership Journey
- Leadership Tracks
- Immersion & Activation Program
- Sustain & Recognize Actions
5D REVERSE JOURNEY
No organization change without leadership change. Impactful leaders actively live every box of the blueprint. Not now and then, but every day, from moment to moment. They are empowering, purpose-driven, inspiring and coaching. Click here if you would like to know more about how we can help you to make change stick!
5D REVERSE JOURNEY
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. Sharing success, learning from challenges and monitoring regularly lead to a constantly growing fan base.
HOW WILL THIS HELP?
Companies that have a compelling purpose, an appealing identity, creating meaningful experiences outperform the market. Creating consistently memorable experiences generates a huge strategic impact, which will be hard to copy by others. Investing in creating your Reverse Blueprint (also referred to as Relevance Compass) will boost:
CUSTOMER ENGAGEMENT
FREE AMBASSADORS
TEAM ENGAGAMENT
EMPLOYER BRAND
FINANCIAL RESULTS
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+
LEADERS TRAINED
2.000.000+
CO-WORKERS REACHED
SELINA HOTELS
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TOMMY HILFIGER
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WORLD HOTELS
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MAZDA MOTORS
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IKEA JAPAN
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CITIZENM HOTELS
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DECATHLON
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LE PAIN QUOTIDIEN
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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