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UK BRAND VOICE study

UK BrandVoice Study
This survey compares how the top 200 companies in the UK greet their customers and suppliers.

Telephone interviews were conducted amongst 191 company receptions in the UK. Each receptionist was asked to name two senior personnel within their organisation, their responses were then ranked on a basis of 1-10 against the following criteria:

Openness

Friendliness

Speed of answering

Knowledge of key personnel

Professionalism
Key Findings:
Over 15% of companies have a policy of not disclosing names of senior management to outside callers. 13% were found to be horribly slow in answering the phone call in the first place; taking more than 8 rings to answer.

Only 52% of companies were found to be friendly to callers and 64% were rated as sounding professional. 9% of companies were downright unfriendly.
The overall rankings of companies are as follows:

Top 5 Companies Rank
The Boots Company PLC  1
Barclays Bank  2
Bravo  3
Bank of Scotland  4
Marconi PLC  5
Bottom 5 Companies Rank
Pfizer  187
Powergen  188
Financial Service Authority  189
Woolworth PLC  190
Kodak  191
Associative Interpellation

Our approach to problem solving – Associative Interpellation

There are a number of ways that members of our team help CEO’s and their direct reports:

– Strategy Workshops
– Leadership Communications
– Implementation Support
For this level of work we adopt an approach we call Associative Interpellation.

This phrase may appear baffling or pretentious but when we tried to define our approach, no standard wording quite did the job.

Associative because many inter-connected elements are triggered and brought together. ‘Interpellation’ commonly used in French and Italian indicating a combination of to seek wisdom from, question and ask for involvement.

This is a management consulting style that is markedly different from the traditional linear process model (and diagrams) that suggest all progress can be likened to a scholastically simple and sequential domino-like cause and effect continuum.

We know that life and business is a little more complex than that. Our model, and we have one for the sake of clarity, is more akin to a three-dimensional venn diagram in constant evolution.

If we accept that gut-feel and intuition are actually complex thought patterns founded on learning, experience and perhaps something inexplicable combined, then yes, gut-feel is involved. Definitely.

Only a team of people that is multi-cultural, has worked and succeed in several countries and industries can offer this. There are people who ‘interpel’ data, people, personal case studies and a deep familiarity of subject matters and who have an adaptability quotient way off the culture scale.

Is this an intellectual approach? You bet. Is it practical? Most certainly. Our team members have made things happen time and time again with results to prove it.

Associate Interpellation. A term born from the very approach that it represents. So now let’s speak about your business.