We pride ourselves on being a bit different from others in our space.
We don’t have off the shelf products or solutions or software; it’s just us and our experience. In actual fact what we end up providing is the result of a journey with our clients. The brief that starts the relationship, often opens the door to a deeper and more granular understanding of 3 key things:
- What customer behaviours drive value in the business
- How can the value be retained and the potential within the customer base be realised
- How can resources within the business be optimised to deliver this growth
So, our policy is to listen, iterate and mould our outputs to suit the needs of the client. We have to be flexible, responsive and aware of the client’s bigger picture.
It may all start with the same brief and data but it’s what you do with it that counts.
By way of example, earlier in the year, I had the very good fortune to visit Japan – long story but I do love cherry blossom. It’s a culture steeped in ceremony and tradition, where the past is very much present in the here and now. Green Macha tea is as ubiquitous as the cherry blossom, and food plays an important role in their heritage. I’m ashamed to say my Japanese is limited to a handful of words and even with the help of Google translate most meals were an adventure, a cacophony of pickles, broths, seasoning and local vegetables never seen by me before. But even in the tiniest back street cafes, the attention to detail was amazing, the taste was divine, the presentation an artform and the service polite and polished. Now compare that to the catering on the flight home – my special meal was delivered before the seat belt sign was off, starter was a limp greenish salad, mains an unappetising cheese goo and the dessert was missing. And it certainly wasn’t service with a smile.
Same base ingredients, customer left feeling completely different. I’d go back to Japan in a heartbeat, but not on the same airline.
Our passion, experience and desire to please like the Japanese means our output is on a different plane (pun intended!)
Those same Japanese ethics apply to TIH, and there’s always a dessert!