Mindset Consulting

Customer loyalty starts inside the organization. Research shows that companies integrating employee and customer experience see revenue growth jump by 50% or more. Why? Because disengaged employees can’t create great customer experiences. At Mindset Consulting, we help our client connect culture, people, and performance — turning employee engagement into a measurable growth driver. What competitors can copy: products, prices, and campaigns. What they can’t: a culture of trust that drives consistency across every customer interaction. Invest in your people — the most powerful lever for brand performance.

A majority of Zalando’s customers are into sports. So they don’t just sell gear — they invest in experiences that matter. Sponsoring the Berlin Marathon? Smart. But Harry Styles running as a Zalando- branded runner? Genius. Instant PR, global attention, and a brand people actually talk about. The takeaway: know what your customers love through research and listening, invest in it, and don’t be afraid to get creative.

At our firm, we believe clarity builds credibility — and credibility builds trust. Our recent client came to us with a challenge: “Our teams know the products inside out, but clients often leave conversations confused.” In our communication workshop, we ran an exercise: explain a structured product to a client with no financial background. The first attempts? Accurate but dense — full of acronyms and disclaimers. The message got lost. Through practice, the team learned to shift: 💡 Focus on three key points instead of ten 💡 Use relatable comparisons instead of jargon 💡 Frame every explanation around “what this means for you” 💡 Match tone of voice to the client — confident without rushing, empathetic when questions come up The result: clearer conversations that not only build trust but also solve problems faster. When clients understand, they make decisions with confidence — and that reduces friction for everyone.

We just wrapped a week of training with a financial services team that manages big responsibilities: guiding clients through complex products, solving issues under pressure, and building long-term trust. Over five days, one theme stood out: small changes in how you connect make a big difference in how clients respond. This week, we’ll share a few takeaways — the ones that got people nodding, debating, and rethinking their day-to-day.

We're #hiring a new Chief Digital Officer in Brussels, Brussels Region. Apply today or share this post with your network.

We're #hiring a new Head of Software Engineering in EU (Remote) for one of our clients, a global leader in the testing services industry. Apply today or share this post with your network.

I’ll say it: we all put way too much weight on skills when we hire. We’ve watched “perfect on paper” candidates walk out the door in under a year—taking months of training and thousands of dollars with them. The problem? Skills have a shelf life. Fit, mindset, and learning agility don’t. Our client's teams we’ve seen thrive in the last year? They hire people who: 1. Learn fast 2. Amplify the culture 3. Play well with others Of course, you still need capability. But hire for trajectory, not just a100% skills match.

Same values. Same brand. Two totally different cultures. That’s what we found when we started working with a hybrid client. In-office teams absorbed the culture by being in the room. Remote teams? They were left guessing. They had a strong tone of voice but it felt inconsistent and he values didn’t translate. And the culture felt uneven—depending on where you worked. Here’s what we did to fix it: ✔️ Ran interviews + pulse checks to find the gaps ✔️ Refined values and brand voice to make them usable based on the feedback—not just inspirational ✔️ Updated processes that were unintentionally reinforcing silos ✔️ Delivered workshops to build confidence across teams ✔️ Left behind tools and rituals that stuck What the client has experienced since: ✴️ More consistent communication ✴️ Stronger connection across locations ✴️ Higher CSAT and better engagement Because in a hybrid world, culture doesn’t just show up. It needs to be designed, practiced, and owned—everywhere.

"This isn't aligned with our brand and tone of voice." — Marketing It’s a familiar moment. Employees shares something off-script. No brand colors. No quarterly theme. Maybe even a typo. But there's a bigger picture here. They’re telling real stories. From real conversations. With real clients. And that’s not off-brand — that’s the heart of the brand. In a world of polished campaigns, it’s the human stuff that cuts through. The real, in-the-moment reflections? That’s where trust and connection are built. Marketing brings consistency, clarity, and scale. Sales teams, recruitment and employees brings connection, context, and relatability. They’re really not in conflict — they’re co-creating the brand. When we work with clients, we take the approach of letting marketing shape the narrative and let employees fill it with real-world moments. Because the most powerful brands aren’t just well-designed — they’re well-lived. And it’s authentic stories that make them unforgettable. When teams shift from enforcing alignment to embracing shared intention, they stop pulling in different directions — and start building a brand that feels as real on the inside as it looks on the outside. That’s not just a strategy, it's embracing a new mindset. And we're here to help firms realize this vision.