Be careful what you wish for!  Companies who promise something as part of their brand positioning -- but who continually fail to deliver -- are doomed to failure in the eyes of the customer.  Brands create customer expectations.  Service delivery tends to come with its own set of customer expectations – convenient, easy, fast, hassle-free, empathetic.  Aligning the brand promise with the way in which the promise is delivered is critical.

How we do it:

• Customer research to understand how customers perceive the brand (various techniques)
• Translation of the brand promise into “characteristics” of service delivery
• Intensive Customer Experience Call/Email/Web Chat Monitoring measured against the brand attributes
• Mystery Shopping
• Gap analysis

What you get:

• Real-time, online reporting of detailed results
• Identification of how service delivery is performing against the brand promise
• (Optional) Identification of how your brand is resonating against other competitors
• Impact assessment of how delivery support (e.g. recruiting, reward/recognition, training, etc.) is aligned with the brand promise
• High priority recommendations that address both quick hits and longer-term objectives