The Customer Service Institute of Australia (CSIA) was established in 1997 as Australia’s peak customer service body to provide education, certification and recognition to organisations and individuals in the field of service excellence.
CSIA’s goal is to promote, develop and directly serve the needs of all Australians who work in customer service. They do this by focusing on the areas of:
Customer service as a profession
Driving the performance of organisations
Enabling staff at all levels
Providing research and knowledge
Being a public voice for professionals
Offering a customer focused community
As an organisation, CSIA required a comprehensive strategy to redefine their branding and marketing strategy to present a consistent and engaging brand identity. To do this CSIA required a complete revamped branding and marketing strategy, which would capture the business goals, build an online identity and unite all aspects of their communication offering.
Not only did CSIA need an expert website design and development/marketing team, but they needed a branding team that would understand all their needs relating to the initial website launch, rebranding, online marketing and consistency across all touch-points.
The Liquid Branding Solution
Understanding that CSIA’s branding was currently viewed as static and staid, Liquid Creativity provided CSIA with a complete solution involving:
Initial branding advice and strategy
Logo redesign which flowed on to other mediums such as the award certificates, trophies and banners
Development of a specific branding strategy to achieve their goals
We ensured that the website would be engaging, functional and well designed. We provided practical, actionable advice on both short term and long term strategic branding and created a plan to execute these practices in a cost-effective and timely manner for their online development.
The Liquid team designed a website that better represents the organisation as a whole and better serves their membership in connectedness, education, promotion and community focus.
The solution for CSIA was for Liquid Brand Agency to provide an overall service that provided:
All these services were provided under one roof, offering CSIA a cost effective and cohesive service.
CSIA was given support throughout the entire process, including one-on-one design and strategy meetings and interviews prior to strategy development to ensure that we fully understood their brand, their organisation, their goals, their target market and their needs.
CSIA now has a fully functioning, beautifully designed, user friendly website that is providing real value to members and the organisation. They have a brand that better represents them and their members and organisations into the future.
Since the relaunch of the website and the brand, CSIA has spoken highly of the work completed by the Liquid team, even highlighting our work at the recent Customer Service Awards of Australia, held at the Crown Palladium with 700 attendees.
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