Simon Norie

Empathy Creation Specialist @Custerian

Bowdon, GB

At Custerian we take a pragmatic practitioner led approach to change. We like to help you get stuff done, by leveraging your most useful asset - your People.Our belief is that most people come to work to do a good job, which is great because in this increasingly virtualised world, it\'s people - more precisely Colleagues - who are increasingly going to make the difference between being a great brand, and an also ran.We identify/clarity your brand proposition (your emotional point of difference & the financial return you are looking for) and then make it easy for your customers to consume it. Creating a seamless alignment between your brand and its customers, through your colleagues, by making it easy and rewarding for them to deliver the bits of the brand the customers wants most.To do this, not only do you need to understand how a brand creates an emotional point of difference (we all buy based on emotion), and what it takes to create a great Customer & Colleague Experience, or you can\'t build a brand engagement & empathy. You also need to understand the process you use to \'sell\' your products (often called a Target Operating Model) and the cost you expend running this process (Your Cost To Serve Model). Most importantly you need to be able to align all the emotional elements (Brand & Experience) and the practical process bits (CTS & TOM) to create a seamless brand engagement. And that is the hard bit. It\'s also something not many have ever done. They might do bits, but they\'ve never done it all. We\'ve worked in business, and we understand what it takes to create an aligned emotionally engaged experience that improves customer loyalty, enables your colleagues to better self manage and feel better because they know how to contribute to the brand and delivers a better return on investment.As with most things in life. It takes a combination of Head & Heart - Facts & Feeling. But mostly it takes hard work.

University of Lancashire

HND, Business, Management, Marketing, and Related Support Services

Saddleworth Comprehensive

9 O levels 3 A Levels, Comprehensive School & Sixth Form