How to Ensure Your Brand Promise and Customer Experience Are Always Aligned

One of the toughest challenges that many brands face is making sure that what they promise lines up with what their customers are experiencing. This alignment is huge for attracting new customers, keeping your current ones, cross-selling to your customer base, and lowering cost to serve. Brands want to succeed for themselves and their customers, so keeping these elements aligned is crucial. However, it’s not always easy.

If you’re looking to make sure your brand promise syncs with your customer experience, never fear! We’ve got a few quick steps you can run through to double-check that everything’s in order:

  1. What is Your Brand Promising?
  2. What is Your Brand Delivering?
  3. What Do Customers Think?

Step #1: What is Your Brand Promising?

This step isn’t as simple as booting up an ad or reading your brand’s website. Those things are important, yes, but be sure to get your marketing and customer experience folks together as you consider this question. Having these two perspectives in the same room is vital to assessing what your brand is promising. Marketing teams offer up ideal goals. Customer experience teams assess how well things are going on the ground.

It’s always good for these two teams to be aligned anyway, but take the time to hash out what exactly your brand is promising. Don’t be afraid to go beyond slogans; take a close look at your organization’s product promise and how it’s being transmitted to customers.

Step #2: What is Your Brand Delivering?

This step is another reason it’s so important to get your CX team on the line for this brand alignment chat. Making a brand promise is one thing, but a CX team will quickly tell you how well that’s playing out in customer interactions. This gives both CX and marketing teams a chance to see where things aren’t quite lining up between brand promise and customer experiences (and gets a good conversation going about solutions).

Step #3: What Do Customers Think?

Your CX team’s perspective is important, but when it comes to evaluating experiences, nothing beats seeing things through your customer’s eyes. What are customers saying about how and why they interact with your brand? How do they feel about the experience you deliver? Is your experience consistent at every touchpoint?

Questions like these go a long way toward spotting the gap between brand alignment and customer experience. More importantly, they give brands a chance to see where things could be better and to shape those touchpoints up. With this process handy, brands can work to align what they promise with what they deliver, creating a better experience for their customers and stronger bottom lines for themselves.

Click here to learn more about the crucial link between CX and marketing, and how uniting those perspectives can transform your entire brand!

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