Knowledge Center

Leapfrog Strategy Consulting on Brand Image – Classifying Service Excellence ‚ Is it just one thing or many things?

I spent all day yesterday in the company of three other fellow judges as a jury member for the TRRAIN awards for service excellence.  TRRAIN ( is a non-profit set up a few years ago and one of its missions is to recognize and reward customer facing sales and service staff in the retail sector… more >

A Case Study on Brand Building – Customer Experience Redesign For a Financial Services Firm

Set on realizing ambitious growth targets within a fast crowding and highly competitive banking sector, our client wanted to build and leverage a highly differentiated and superior customer experience for equity building and competitive advantage. In addition, they also wanted to develop a customer credo, focused on customer interaction guidelines to ensure delivery of the… more >

Excelling in Brand-Led Customer Experience

Simply put, products are far easier to brand successfully than services. Products are able to leverage able to leverage quality control in production. They can differentiate on materials and colors. And most importantly, the customer can hold, see, smell, touch, and taste the product. Still, there are many outstanding service brands, brands that have created… more >