Brand Alignment

What is on the outside is also on the inside – this is brand alignment.

Every day your customers are touching your organisation one way or another and experiencing either consonance or dissonance with your brand promise.  Is their experience ringing true to the expectations your marketing stirred in them, or do they walk away with a subtle – or not so subtle – sense of being duped?

Customer-Mind helps you to ensure that your brand delivery is fully aligned to your brand promise. To achieve this we provide consulting, training and research.

Brand alignment requires an integrated view and orchestrated management of your brand essence, your customer communications, your company values, your culture, your customer and HR processes and systems, your metrics,  your setting and your products.

In the context of creating a customer service culture, you need to ensure that your service principles and standards align to the brand.  Or services principles and standards need to be created that reflect the brand and guide leaders and employees to fulfill the brand promise in daily service decisions and actions.

Customer-Mind provides:

  • Research to measure the level of brand alignment within your company
  • Consulting to develop appropriate service principles and standards or to refine existing ones to align to the brand
  • Facilitated sessions with your leadership team and strategic consulting to address the processes required to align your brand delivery to your brand promise
  • Training to inspire your employees to grasp what your brand stands for and how their role impacts on the way customers experience it
  • Consulting to guide both internal and external Marketing teams to understand how your brand is being communicated to and perceived by customers

Would you like to find out more?

Customer-Mind is a customer-focused, problem-solving, knowledge-sharing company.  Contact us – we would be delighted to talk with you about aligning your internal operations with your external branding efforts.