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About us

We exist for your success in doing what’s best for your customers

What we do

Brilliance helps companies succeed with their customers. 

This includes greater customer retention, stronger customer-centred culture, and more effective complaint management and service recovery.

Reviews and Guidance

Service design
Customer call analysis
Communication reviews
Customer ethics reviews
Customer retention

Web app tools

Culture Improvement
Complaint Management
Customer Measurement
Knowledge Assessment
Bespoke development

Online coaching

Complaint Management
Customer Fairness
Customer Success
Customer Trust
Service Energy
We make companies more successful at doing what’s best for their customers.

The way we work

Your success is our purpose. We are completely committed to co-creating enduring value as we work with our clients to achieve their customers’ desired outcomes and customer experience success.

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We listen to you with great care
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We work within your budget
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We propose feasible solutions
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We deliver as we promised
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We integrate with existing CX initiatives
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We monitor progress to success
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We reinforce your values and culture
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We achieve awesome results

Samantha Hillion-Burns and Team

“A passionate and smart customer ambassador.”

Meet the Brilliance team

We have a dynamic, virtual and international team. Let us introduce to you:

Our amazing team of software developers keep enhancing and supporting our web app tools with exceptional attention to detail and robust technologies.
With decades of systems design, coding, testing and continual development of their IT skills, they know their stuff and quietly work behind the scenes.  We honour them as they do awesome things for the success of our clients.
Dr Warren Burns, with his PhD in industrial psychology and decades of experience in financial markets, gives a portion of his time to Brilliance as the need arises.
Warren is an exceptional out-the-box thinker, with a vast knowledge across multiple disciplines. At CEO-advisor level, he provides innovative, deal-making ideas plus risk management advice.
Within Brilliance, he is involved in business strategy, international growth, and new partnerships.
Our international network of experts add tremendous value as and when our clients’ projects need their world-class expertise.
To achieve the best results for our clients, we collaborate with our partners and associates, to bring their services or products, their wisdom or resources depending on the project or challenge at hand.
See Partners & Associates for more information.

“Customer ethics is more than a matter of beliefs – it is a issue of design.  A well-intentioned belief system needs an ethically supportive contextual design.”

Samantha Hillion-Burns

Our partners and associates

Because we look after the best interests of our clients, determined to find solutions that work best for them, we have partnered with exceptional people and companies around the world to meet needs that we aren’t able to.

Our Purpose, Vision and Values

Our purpose

We make companies more successful by doing what’s best for their customers.

What does it mean ”to do what’s best” for one’s customers?  At Brilliance, we see it as two things, one inside the other:

 

First it is about doing what is right for customers and for the company.  The greatest leaders know that sometimes doing what’s right for customers means sacrificing a short-term gain for a long-term return.

Second, it is about consistently delivering excellent customer experiences within the parameters of what is right.

Our vision

Our vision is to see more companies around the world demonstrating an authentic and compelling commitment to the success of their customers. 

Our vision is a world where companies and the people in them do well by doing things that are both good and great.

Companies across the globe can achieve greater long-term success through more integrity, honesty and fairness.  These ethical cornerstones are fundamental to building customer trust.  The days when businesses used to succeed by placing their own interests ahead of their customers, by taking advantage of customers’ ignorance or inertia to maximise their profits, will soon be over.  

The more we learn to inspire and support business leaders to achieve success by doing what’s best for their customers, the better this world will be.

Our values

Our values are what we believe in, what we count as most important, our way of being.

Just as there are seven colours of the rainbow, seven circle colours in our logo, we have seven values:

1. Optimism
2. Energy
3. Integrity
4. Excellence
5. Courage
6. Wisdom
7. Fulfilling purpose

Our logo

Our logo is designed with considerable thought and intention.  It embodies meaning.

The circles depict the seven colours of the spectrum of visible light – we endeavour to bring light (insights and a brighter future) to all we do with our clients.

Each colour has its distinct frequency expressing each of our company values – what we believe in, what we count as most important to our way of being.

The circles are arranged in three pillars of growing intensity – we are committed to making companies, our clients, more successful.

The word Brilliance refers to the brilliance of our clients – their potential to be a force for good for customers.  Brilliance is the genius to which every human being has access.

Our Purpose, Vision and Values

Our purpose
We make companies more successful by doing what’s best for their customers.

What does it mean ”to do what’s best” for one’s customers?  At Brilliance, we see it as two things, one inside the other:

First it is about doing what is right for customers and for the company.  Leading brands know that at times, doing what’s right for customers means sacrificing a short-term gain for a long-term return.

Second, it is about consistently delivering excellent customer experiences within the parameters of what is right.

See Resources for more about this.

Our vision
Our vision is to raise companies’ integrity and ability to earn customer trust.

Our vision is a world where companies and the people in them do well by doing things that are both good and great.

We see the shining possibility that many more companies around the world can achieve greater success through more integrity and increased ability to earn customer trust.  We can do better than focusing on customer experience for our own benefit alone.  We can do better than misleading or taking advantage of customers’ ignorance or biases to maximise profits.  We can do better than making unreliable claims about our ‘great value’ or ‘superior service’.

The more we can inspire and support business leaders to achieve success by doing what’s best for their customers, we believe this world will be a better place.  Together with strong leaders of integrity, this can be done.

Our values
Our values are what we believe in, what we count as most important, our way of being.

Just as there are seven colours of the rainbow, seven circle colours in our logo, we have seven values:

  1. Optimism
  2. Energy
  3. Integrity
  4. Excellence
  5. Courage
  6. Wisdom
  7. Fulfilling purpose

Our logo
Our logo is designed with considerable thought and intention.  It embodies meaning.

• The circles depict the seven colours of the spectrum of visible light – we endeavour to bring light (insights and a brighter future) to all we do with our clients.

• Each colour has its distinct frequency expressing each of our company values – what we believe in, what we count as most important to our way of being.

• The circles are arranged in three pillars of growing intensity – we are committed to making companies, our clients, more successful.

• The three pillars also speak of our three core offerings – advice, tools and training through which we co-create client success.

• The word Brilliance refers to our belief in the brilliance of the genius that every human being has access. We seek to help people find it.

• It is a constant reminder to us to liberate the brilliance of our clients, knowing that business can be a force for good for customers

• The word Success is our strapline – emphasising that we exist for your success. The official name of our company is Brilliance in Business.

Brilliance loves its clients

We are honoured to serve business leaders who are passionate about their customers.
We exist for our clients’ success.

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Paying it forward

We believe in giving. 

Brilliance uses 10% of its profits to help those in need. 

We help as many people as possible fulfill their purpose and realise their power to serve others.  We pay it forward to increase their chances of success as they learn to access their brilliance to make a positive difference in this world.

The Brilliance Commitment

We’ll help you clarify your customer experience objectives ensuring that they are strongly aligned to your business purpose and company values.

We’ll help you translate your customer experience objectives into daily business practice.

We’ll help you assess your existing internal and external customer metrics against your CX objectives and implement practical solutions and innovative offerings based on such insights.

We’ll help you use customer data and design processes to create greater value for and through your customers.