Living Brand Leadership
For Senior Managers & Directors

9:30am - 4:30pm | 24th October 2023

Central London, UK

This workshop will take senior leaders on a journey

Exploring the role they play in business transformation and inspiring employees to deliver on the brand promise. Participants will benefit from proven tips that motivate employees to become Living Brand® Champions delivered in an interactive, informative and imaginative setting.

Course Description

Bringing life to your customer and people promise

This course will work with Senior Managers and Directors of Customer Service, HR and People Development, giving insight into implementing the Living Brand® Methodology as part of your employee offering. It will explore the theory behind the Living Brand concept and instil personal leadership qualities, giving you practical tips on how to move your people into proactive Living Brands®, turn words into actions and, more importantly, keep this momentum alive and well in your customer experience; transforming frontline teams into brand champions and customer service advocates.

The course is underpinned by a range of proven training approaches, including interactive skills practice, reflection and discussion of brand values and common customer and employee engagement incidences, as well as learning effective strategies implemented by peers. It is designed to connect your people to the brand vision and turn marketing speak into deliverable actions for your frontline team in their customer interactions.

This Living Brand® experience will look inside the minds and behaviour patterns of top leaders and show you how to turn even the most cynical of team members into true Living Brand® Champions. This is a perfect opportunity to share experiences with like-minded leaders in an environment that has been designed to meet business objectives while embracing creative thinking and assisting in personal development and growth.

Workshop Outline

Session One: The Living Brand Methodology

This introductory session will walk you through the Living Brand® concept and give practical tips and advice on how to implement this into your engagement strategy. In short, it will show the importance of an organisation’s mission statement and values in building a road map for your future recruitment and people development strategies.

  • Learn how to turn marketing words in Living Brand employee actions and behaviours • Gain insight into how best to articulate a company vision to frontline teams
  • Utilise the ‘Bridge Customer Expectation Line’ mindset to empower performance • Gauge success of the Living Brand® process by strategically locking in key indicators
  • Link employees to your brand values and successful customer interaction
  • Leverage internal marketing to promote delivery of the brand promise
  • Discover what mission statements and value words really mean to customers
  • Build a consistent employee message


Dale Smith

Dale Smith

Creative Director, Bridge

Dale Smith is passionate about people and brand.


Canadian born, Dale is well-versed in Emotional Intelligence and neuro-science and leads the development of new theories and programmes on behalf of Bridge, which he established in 2005. He is a master practitioner of NLP with degrees in Psychology/Sociology and Business Marketing. Having lived in the UK for many years, he is an accomplished international speaker and facilitator, and has presented at several industry conferences and events.


Like all Bridge representatives, Dale injects humour and thought-provoking insight into every presentation and connects to his audience through storytelling and with charisma. His infectious, enthusiastic style on topics such as branding, employee engagement and customer experience truly reflects his desire to ensure that we build happier places to work and customer service communities within organisations.


At the heart of everything that Dale conveys is his concept, The LivingBrand®, a unique methodology on connecting employees to the brands they represent, and in doing so delivering a branded customer experience.

Who should attend?

Senior managers and directors in customer service, contact centres and people development and service strategists.


Central London

United Kingdom

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