Carol and Amanda talk about the challenge of delivering a brand experience that is consistent, whilst everyone in the organisation is living the brand, when there are so many touch points.
They go on to talk about a case study from the travel industry, where people find travel very stressful and the importance of driving a great customer experience. They talk about how delivering genuine customer experience based on rich insights in the service industry was critical.
They believe that services isn't given, but its more of an interaction between two people, to deliver service through their behaviour, in a positive way to drive value.
