At TOTEM, we define a brand quite simply. It is your reputation. And from that point of view, HSOC already had an incredible one – with their business coming almost entirely from word-of-mouth recommendations from highly satisfied customers. So, what was our challenge? Well, in a nutshell, there was a mismatch. Their branding, website and other collateral was not telling the same amazing story their clients were. They were detracting from, rather than strengthening, the brand.
So we began, as we often do, with a brand workshop. Where we put ourselves in these customer shoes. And looked at HSOC from the outside in, to see what they saw. And why they so passionately referred friends, family members and associates to the practice. The reality was because, HSOC offered service at a different level to any other firm they’d ever had experience dealing with.