Imparta CX
Differentiated brand experiences drive customer loyalty
Transactional cultures don’t.
Progressively disrupt your culture by creating an employee and customer experience that breaks the transactional model, builds belief for your teams, accelerates success, and unlocks your business's potential in four easy steps.
Creating positive experiences that differentiate
Are your customer experiences transactional or differentiated? Which does your customer prefer? Does it build loyalty?
Our research shows that loyal customers need personalized, flexible teams. Transactional interactions alone do not drive loyalty. External experiences reflect internal ones. A transactional culture within your team leads to a similar customer experience. Creating an internal culture that promotes the right customer experience is essential, and we leverage the experience advantage to ensure success.
We help your leaders & teams deliver enhanced differentiated experiences
Imparta partners with you to instigate positive disruption. Understand how leadership experiences drive performance, and we align psychological theory and behavioural science with your purpose and values, resulting in bespoke learning that effortlessly works within your culture.
Create a positive disruption through a compelling narrative
To create positive change, we must shift our thinking and actions. By shifting the narrative and helping every colleague see the potential for themselves and their customers.
We work with you to create the compelling narrative – the ‘why’ and help you define what you want to achieve and the psychology, skills, and techniques needed to succeed.
Build belief through success-oriented goals
We use a compelling narrative and shift in mindset to create a sense of belief and buy-in, a ‘we can do this together’ focus. We help you change your culture from the inside out, focusing on achieving your key goals.
Buy-in increases with involvement. We help you identify what you want to achieve and build an experience that engages the teams across the business in creative problem-solving, facilitating their becoming the architects of change. Everyone delivers Customer Experience daily.
When you bring multiple minds together to collaborate, unique solutions emerge.
Lead by experience to deliver employee and customer advocacy
People need to feel safe as you embark on the journey. We create opportunities for teams to connect with the senior team, build trust through vulnerability, and share their stories.
We make it clear that it is OK to step away from old habits that are no longer serving the business or its customers.
We create Senior Leader immersive events that are designed to disrupt and challenge current ways of working and introduce a leadership conversation model that helps leaders cascade the compelling narrative.
Leaders will know their role in leading the change and being the champions of the experience.
Deliver content to excite a change behaviours
Engaging, interactive, fun, fresh, effortless, tech-savvy.
If this is the experience you want to create for customers how do the teams experience this from you in the training?
We will help you to ensure the content is tailored to your environment and show them how to live and breathe the skills and psychology to drive the customer experience.
We provide your teams with the skills to deliver The Experience Advantage.
The experience advantage
01 MINDSET
Thinking differently to seek out opportunities to add value beyond the transactional.
02 BEHAVIOUR
Demonstrating the CX5 behaviours allows us to adapt our approach and create a unique experience.
03 OUTCOMES
Building trust is the foundation of relationships. Sharing insight creates value, and positive influence helps us shape the future.
Client
stories
easyJet: Changing the face of Cabin crew service
KENT: Redesigning the shop floor and show room experience
FAO SCHWARZ: Creating a consistent global experience
Tommy Hilfiger: Aligning digital into the store experience
