Brand Biology is a brand experience consultancy that specializes in behavioral transformation programs to bring brands to life. They unlock the potential of client's employees to consistently deliver on their brand's promise. Brand Biology focuses on transforming employee behaviors internally and externally through relevance, resistance, respect, and reality. They have a proven 5-step process and unique formula using emotional impact, personality insights, and realistic scenarios to ensure behavioral changes stick long-term.

1. HELLO.
We’re .

3. We are innovators & leaders in the delivery of the brand experience through people…
And here is our story.
Brand Biology is unique.
It is the only leading-edge brand experience consultancy specialising in the delivery of
ground-breaking behavioural transformation programmes that bring brands to life and
generate significant business results through performance improvement.
We are specialists in unlocking the potential of our clients’ people to consistently and
authentically deliver on their brand’s promise.
Brand Biology is about people who live & breathe the brand
in every experience – internally or externally.

4. …and have been delivering behavioural change programmes since 1996.
· Relevance ·
You have to demonstrate the
relevance of your ambition to each
individual, and to their role within
your organisation.
· Resistance ·
You have to acknowledge the
potential resistance to change and
understand where barriers may
come from.
· Respect ·
You have to convince your people
that you respect the challenges
they face, both in what they have
to do now and in what you are
asking them to do differently.
· Reality ·
And you have to ground your
ambition in their reality, the
situations they find themselves in
and the people they deal with.
It’s 17 years in the making.
Once upon a time (in 1996), our founders were frustrated and tired of
delivering training that made no difference in the real world and behavioural
change programmes that didn’t deliver sustainable results. They developed
the Brand Biology approach.
It was then and still remains today fundamentally about four things:
Relevance, Resistance, Respect and Reality.

5. We started life as Power Train…
1996 –
Power Train
was born
1997 –
First Culture Change
& Sales programme
delivered in the UK
2004 –
First Customer
Experience Roadshow
delivered across the UK
2005 –
First European
Customer Experience
programme delivered
2011 –
First Leadership
programme delivered
in the USA
2012 –
First Europe-wide
Culture Change
programme delivered
2013 –
First Customer
Experience
Roadshow delivered
across the Middle East
2013 –
Power Train reborn
as Brand Biology
We’ve come a long way.
2014 –
First Pan-American
Customer Experience
programme delivered

6. …and since then we’ve worked with brands big and small, far and wide…
Crossing corporations, cultures & countries.

7. 19% INCREASE
IN CUSTOMER
ADVOCACY
Aviva Health
99% STAFF
ENGAGEMENT
SCORES
Virgin Media
58%
IMPROVEMENT
IN NPS WITHIN
5 MONTHS
Endsleigh
Insurance
29% INCREASE
IN CARES RESULTS
(EMPLOYEE
SATISFACTION)
Scottish Widows
COLLEAGUE
ENGAGEMENT
11% ABOVE
BENCHMARK
Endsleigh
Insurance
50%
INCREASE
IN CSAT
Mercedes-Benz
UK
FIRST CALL
RESOLUTION
INCREASED TO 80%
British Gas
Premier Energy
…achieving significant performance improvements through targeted behavioural change.
NPS = Net Promoter Score
CSAT = Customer Satisfaction
CSAT
UP TO 94%
(RECORD WITHIN
THE INDUSTRY)
Gatwick Express
26TH TO 3RD
PLACE IN THE
JD POWER
CUSTOMER SURVEY
Mercedes-Benz
UK
21% INCREASE
IN FIRST
CALL RESOLUTION
O2
53% Increase
in motor
renewal conversion
Endsleigh
Insurance
35% INCREASE
IN DOORSTEP
RESOLUTIONS
British Gas
Credit & Ops
PRODUCTIVITY
ROSE TO A RECORD
HIGH OF 90%
Scottish Widows
20% STAFF
SATISFACTION
WITH
MANAGEMENT
Virgin Mobile
AVERAGE CALL
TIMES REDUCED
BY 30-40 SECONDS
British Gas
Premier Energy
20%
IMPROVEMENT
IN OPERATIONAL
NPS
Virgin Media
10% INCREASE
IN RETAIL SALES
Virgin Mobile
13% CSAT
INCREASE TO
A RECORD 93%
Virgin Atlantic
NPS IMPROVED
BY AN
AVERAGE 21%
Electric Ireland
28% DECREASE IN
STAFF TURNOVER
Bradford & Bingley
29% INCREASE
IN NPS
British Gas
Premier Energy
In other words, we get results.
HAPPYORNOT
HIGHS OF 80%
WITHIN 2 MONTHS
London Luton
Airport
30% INCREASE
IN ADDED
REVENUE PER USER
Endsleigh
Insurance

8. We come from all walks of life, but the thing we have in common is that we all live and breathe Brand Biology.
This is who we are.

9. We fundamentally believe that a brand is a unique promise…
Your brand is your competitive edge.
It’s more than your logo or mission statement. It’s what differentiates you.
Your brand is what stands your business apart from its competitors.
And it’s what people – be they employees, customers or stakeholders – think
and, most importantly, feel about you.
Your brand is a powerful asset, and should be a galvanising force that drives your
business forward to achieving your strategic aims.
Above all it is a unique promise… of a unique experience.

10. …that must be kept – whatever the circumstances – to drive loyalty and advocacy…
One brand. One promise.
One brand experience.
If your brand makes a promise, then in every experience you deliver
– internally or externally – that promise has to be kept.
If expectations are not met, that broken promise will have a detrimental effect on
your reputation and your performance, which in turn will have a direct and tangible
impact on both your top and bottom lines.
Your people are absolutely critical in ensuring that your brand promise is kept.

11. …both inside and outside your business, through the delivery of a differentiated brand experience.
The
Brand
Experience
INTERNALLY
EXTERNALLY
Recruitment &
Induction
Training &
Development
“How I am treated through…”
“How I am treated as…”
Leadership &
Coaching
Internal
Communications
Performance
Management
…an existing
customer
…a new customer
…a business partner
…a supplier
Delivery of the brand experience starts within.
It is vital that your people are committed to
and believe in your brand and its promise.
They will not be motivated to keep your brand
promise externally, unless they feel the brand
is first delivered to them internally.
Whether you need to improve performance
across your brand experience as a whole, focus
in on one particular area – such as leadership
capability or sales expertise – or if you simply
want to get clarity as to what your brand
experience should look and feel like, Brand
Biology provides a complete and scalable
solution to help you along your journey.

12. What sets Brand Biology apart is our tried-and-tested route to behavioural change…
Brand Biology’s Route to Behavioural Change
Over the course of seventeen years delivering behavioural change programmes, we have got to know what works
and what doesn’t. And whilst our approach is bespoke for every client, in order to meet their particular needs and
tackle their unique challenges, every Brand Biology programme follows the same tried-and-tested five-step process
to ensure your ambition becomes a reality.
It’s a process proven to get you the results you need. But more than that, it ensures that you are fully
equipped to sustain momentum long after we’ve left the building.
Starting
with the
end in
mind
1. Get
Clarity
Getting
ready for
behavioural
change
2.
Prepare
For The
Journey
Gaining
commitment,
inspiring pride
& igniting
passion
3. Shift
Mindsets
Breathing life
into your new
brand
experience
4.
Transform
Behaviours
Reinforce &
build on
behavioural
change
5. Keep
Momentum
Your journey
starts here…
Whichever journey you’re on, we’ll get you there.

13. …and our unique formula that ensures the change that happens is a change that sticks.
Confront the issues of real life
Following in-depth diagnostic research into your
organisation and people, we re-create authentic
environments and real situations. Using specialist
teams of Behavioural Change and Actor Consultants,
we bring to life the issues and challenges affecting
both performance and the day-to-day delivery of
your brand experience – whatever the
circumstances.
Harness the power of personality
ActNatural highlights both the personal
strengths of each individual and the
crucial differences between people. It
increases capability, awareness and
self-confidence to enable your people
at all levels to respond naturally to the
differing needs of others, both employees
and customers, in delivering your brand
experience.
Emotion drives behaviour
It’s an inconvenient truth that logic informs
but cannot alone change behaviour. We add
Emotional Impact into the mix to reach the
subconscious mind and make sure that the full
effect of what’s seen, heard and learnt is taken to
heart and change happens.
Prepare for anything
Whilst it’s tempting to envisage your
brand experience being delivered in the
most favourable of circumstances, your
ambition won’t become reality unless
you Get Down & Dirty. That means
deciding what it will look like in the most
challenging situations, dealing with the
most difficult people. You need to equip
your people to ensure that your values
shine through – when it matters most.
Total
Reality
Get
Down
& Dirty
ActNatural
Emotional
Impact
How we apply Brand Biology.

14. Brand Biology’s guiding principle is simple…
THE
PERFORMANCE
OF AN
ORGANISATION’S
BRAND IS
DICTATED BY ITS
PEOPLE.
…and informs everything we do for our clients and for ourselves.

16. @brandbiology
www.linkedin.com/company/brand-biology
www.youtube.com/BrandBiology
H O W T O R E A C H U S
Find us 15 Colston Street · Bristol · BS1 5AP · United Kingdom
Call us +44 (0) 117 922 1500
Email us hello@brandbiology.com
Visit us www.brandbiology.com
Copyright © 2014 Brand Biology Ltd. All Rights Reserved.