How to Be True to Your Brand Promise Throughout Your Customer Experience

Your brand promise is a short statement that speaks to the value your business delivers in the most concise way possible. In other words, your brand promise is a commitment that must come alive in every customer interaction. This month, we're sharing how to ensure your customer experience delivers on what you promise.

Customer Experience is where your brand becomes real. You can have the most compelling marketing in the world, but if your customer experience doesn't meet or exceed what you promise, trust is broken and customers walk away.

Audit Your Brand Promise Against the Customer Experience You Deliver

• Write down your brand promise (if you don't have one, that's your first priority!)
• Map every customer touchpoint, focusing on the high-impact ones. For example:
  • Onboarding: First contact and getting started
  • Planning: Strategy development and proposals
  • Delivery: Executing the work and solving problems
  • Completion: Final results and handoff
  • Follow-up: Ongoing relationship and support
• For every customer interaction, ask:
  • Does this experience reinforce what we promised?
  • Are there any gaps? Can we do better?
  • Are we exceeding expectations or just meeting them?

Bonus Tip: Implement the 5-Minute Brand Promise Check:

1. Have your team memorize your brand promise
2. Help them examine how their role contributes to delivering the brand promise
3. Train your team to pause before any customer interaction and ask: "How can I deliver on our brand promise right now?"

Remember: Consistency Builds Trust

Your customers need to encounter your brand promise an average of 8 times before it truly resonates. Make sure every touchpoint is one of those encounters. Once you master this consistency and consistently exceed expectations, asking for referrals and 5-star reviews becomes effortless.

About Orsolya Herbein

Orsolya (Orsi for short, but pronounced Orshie) Herbein is a Partner, Brand Strategist and Creative Problem Solver at Brand3, a full-service marketing agency with locations near Baltimore, MD and Seattle, WA. She combines her design background with strategic thinking to help businesses transform their marketing into successful growth engines. 

As a founder of Brand3 in 2016, Orsi brings artistic vision and strategic clarity to her work with 5-star service organizations to help them rethink marketing through a signature Brand-First approach. This methodology fixes the most common cause of marketing failure by creating strategic alignment between brand messaging, visuals, and audience needs.

By ensuring clients develop their brand strategy before investing in marketing tactics, Orsi's team helps them eliminate obstacles to growth, generate qualified leads, and double revenue within three years.