Brilliance helps companies succeed with their customers.
This includes greater customer retention, stronger customer-centred culture, and more effective complaint management and service recovery.
About us
We exist for your success in doing what’s best for your customers
What we do
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.
We listen to you with great care
We work within your budget
We propose feasible solutions
We deliver as we promised
We integrate with existing CX initiatives
We monitor progress to success
We reinforce your values and culture
We achieve awesome results
Samantha Hillion-Burns and Team
Samantha is the Founder and Director of Brilliance.
She is dedicated to helping companies all over the world succeed by focusing on their customers’ success.
Brilliance believes in business “doing well by doing good”.
We say: Business can be a force for good for customers.
Sam is an international client success co-creator with more than 20 years’ executive experience in customer success-related accountabilities.
She has an MBA cum laude in customer loyalty from Surrey University, UK. Plus a BA Degree in psychology and communications.
Expertise in:
Customer experience design
Client retention
Customer trust
Service strategy
Customer ethics and fairness
Business culture & conduct
Customer communication
Key account management
Service excellence
Customer success leadership
Those who know Sam will tell you she’s a breath of fresh air – full of positive, engaging energy – deeply committed to eternal values.
They will also tell you she has extremely high standards and pushes herself to reach ever-increasing levels of excellence.
“ I’ve had amazing opportunities to learn from exceptional people, and for that I am hugely grateful”, she says.
“It invigorates me to work with exemplary leaders who are making a positive difference in this world through their character and their businesses.”
“A passionate and smart customer ambassador.”
Meet the Brilliance team
We have a dynamic, virtual and international team. Let us introduce to you:
“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
1. Optimism
2. Energy
3. Integrity
4. Excellence
5. Courage
6. Wisdom
7. Fulfilling purpose
Our logo
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
Brilliance loves its clients
We are honoured to serve business leaders who are passionate about their customers.
We exist for our clients’ success.
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.
