Do you fulfill the promises of your brand? Do your customers get what they expect from you every single time? Do you exceed their expectations or do you barely meet them?
In a world where information travels at lightning-speed, the reputation of a company or a brand can be elevated or decimated almost instantly. If you’re not delivering products or services in a way that aligns with what your customers expect, you’re quickly eroding your brand promise.
Smart companies are using internal-external brand alignment to build solutions that begin at the very core of the company and span multiple departments and functions. It starts with aligning how your company acts, thinks, trains, hires, on-boards, communicates, and plans with what your customers expect. This process weaves a strong culture throughout your organization that becomes the foundation for a consistent and powerful brand promise.
When your organization is aligned, you can move forward rapidly and powerfully. You consistently deliver your business results, and your employees and customers feel fulfilled. There’s almost nothing that can drag you down.
It’s not just about training the people who directly touch your customers. Certainly that’s a piece of the puzzle but it starts further upstream – at the core of your business – and then trickles down to touch every layer underneath.
Internal-external brand alignment is the process of eliminating the disconnects that can so easily breakdown the delivery of your customer promise. It involves communication, education, and programs that continue to enroll your team and focus on successfully delivering your customer promise at every level of your organization.
Aligning your organization can begin in any department that’s committed to excellence. Once started, the process is contagious and can quickly refocus a company on what matters most – fulfilling the promise to your customer and delivering your business results.