Rebranding the Customer Service Institute of Australia from a customer service organisation to the nation’s leading authority in customer experience.
Founded in 1997, the Customer Service Institute of Australia (CSIA) needed to shift its brand focus from “customer service” to “total customer experience” to stay relevant and lead industry education and engagement.
As Australia’s peak body for customer experience, they came to us seeking a brand that would reflect this evolution — one that would position them as a forward-looking authority, attract major organisations and clearly communicate their value to members, partners and industry leaders.
We crafted brand messaging and an identity using the two ‘C’s — customer and company — and their collaborative relationship. Vibrant graphics and engaging imagery highlighted the customer experience, infusing warmth and energy.
With the core message, “Sharpen the focus on your customer lens,” we extended the brand across all touchpoints, including their website, EDMs, industry magazine, and the Australian Service Excellence Awards, solidifying CSIA as the authority in customer experiences.
Brand positioning
Business naming
Brand design
Brand identity
Brand development
Brand research
Brand workshop
Brand template
Logo design
Website design
Print design
Copywriting
CSIA is now known as:
We helped them:
Working with Sue and the creative team at Liquid has been an absolute pleasure. The entire team are a delight to work with. Sue and her team assisted CSIA to successfully complete a major brand overhaul of our logo, website, Awards program and all collateral associated with our brand.
Sue really understood from the outset what we were trying to achieve and delivered all components effectively and in a timely manner to the highest of standards. I would not hesitate in recommending Liquid for all your branding requirements.
Alison Brown
Head of Marketing
Liquid Creativity has been a trusted partner across the past two years during my time with the Customer Service Institute of Australia (CSIA).
Working with the Liquid Creativity team has been a truly collaborative and personalised experience. They are easy to talk to, intuitive and highly responsive. They grasp the concepts and requirements to deliver exceptional results with very little revision required; and all within the required and committed deadlines.
I cannot say enough about the quality, the speed, the attention to detail and the effectiveness of their work. It was my absolute pleasure to work with the Liquid Creativity team; and I have absolutely no hesitation in highly recommending Liquid Creativity to anyone and everyone!
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The Australian Service Excellence Awards, hosted annually by the CSIA, celebrates leaders in service excellence. Aiming to position the event as Australia’s premier awards program, we leveraged the vibrancy and energy of the new brand identity to bring the Gala to life. This included the presentation, menu, banners, lighting and pre-event promotions.
As specialists in customer experience branding Melbourne associations, industry bodies and professional organisations trust us to create identities that reflect their authority and resonate with the audiences they serve.
Whether you’re repositioning an established brand or building a new one, we’ll help you lead your industry with confidence.
Book a free 30-minute consult with our branding experts. We’ll ask all the right questions and give you practical advice on the best path forward for your business.
Our branding experts will ask all the right questions and give you practical advice on the best path forward for your business.
