History

In the hot summer of 2003, B2A started humbly as a customer service specialist and was lucky in obtaining the support and service contracts of some large corporations and government departments. Through observations and analysis of the projects run in the first few years, we found that more and more service providers in Hong Kong had already developed a good level of customer service. Then, it was observed that some of those well performing firms began to concern about the increasing similarity or “commoditization” in service offers among their competitors. We at the same time began to smell the local customers’ increasing demand for delightful and memorable “experience” rather than the sole provision of service. In order to help the clients to cope with the new trend, B2A had successfully inserted the concepts and skills in providing “service experience” in its consulting projects thereafter. But almost at the same time, it was discovered that the quick rush and copying of the market players had again commoditized the experience offers in the service industries. B2A immediately began to help the clients to overcome and cope with this unavoidable competition through the earth-breaking approach of designing the service experience along their respective brand essence and promise. And this is also pivoting point of B2A’s consulting history in turning from a customer service training consulting firm into a brand building specialist.

In a bid to enable the clients to systematically develop their brands, B2A launched the “Seven Steps to Brand”® (SSB) Program in 2007. As indicated by its title, the Program consists of 7 essential steps of establishment, namely Uniqueness, Aesthetics, Authenticity, Values, Engagement, Excellence and Sustainability. Each of the said steps would cover the rationale behind, the ingredients and the actions required.

With its wide adaptability, the SSB can be applied for corporations, small and medium-sized enterprises, government departments, non-governmental organizations and even individuals, who aspire for developing, maintaining or re-vitalizing their brand power.