CustomerThink InMoment Highlight: The Far-Reaching Impact of Broken Brand Promises

Let’s pretend for a minute that there is no pandemic (feels nice, doesn’t it?). Even before all of this started, keeping promises and staying committed to customer needs were probably the biggest drivers of brand loyalty. Fast-forward to now, when the pandemic has added significant stress and uncertainty to many customers’ lives, and the stakes for keeping and breaking promises are suddenly even higher.

In the spirit of the #businessgoeson mantra, I would love to focus today’s discussion on the critical need for organizations to keep their promises and commitments to customers regardless of world events. But, the world is different right now, and leveraging your CX program to keep a pulse on your execution of keeping commitments and protecting your brand promise is more critical than ever. Brands who fail will lose customers beyond the duration of COVID-19.

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