Our purpose is to make you more profitable. We achieve this by helping you centre all your customer experiences around your brand in order that you deliver what you promise. We call this Brand Centered Management.

We help you deliver on your promises in three ways.

It's important to define a brand that is not only relevant to your customers, but something you are able to deliver against, now or in the foreseeable future. It's right for a brand to stretch you beyond what you are capable of today, but don't make dynamism the heart of your brand if you're a cautious company by nature and don't promise world-class service if you've got a long way to go to make that a reality. If you can't and don't deliver against the promises central to your brand, your customers will be less likely to believe or trust you again. We help to define brands that are unique, relevant, compelling and - most importantly - credible.

This is about making sure that you deliver against your promises through everything you do. Very often the things that cement or destroy a brand relationship are the practical details: the customer got a window seat, not the aisle seat she reserved; the sales assistant was curt not courteous; the user needed a PhD to figure out how to get the product to work, not just a simple guide. One poor experience a customer has of your brand might be the last experience. We help you to deliver what you say you're going to deliver - wherever and whenever your company meets the customer - through your products, your people and your processes.

For communication and design to attract the right kind of customers it must entice and excite. If effective communication was simply a matter of presenting the facts life would be very dull indeed. So dull that no-one would take notice of anything you had to say. But 'enticing and exciting' mustn't mean building false hope: the anticipation of the promise mustn't be followed by the anticlimax of the reality. We help you balance what you say with what you are able to deliver, to ensure that you both seduce and satisfy your customers.