How important is a brand promise

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It is essential to make sure that your staff is aware that every detail is important and ensure
that everyone understands the meaning of being on-brand. Being on-brand includes how
you interact with customers, how you handle complaints and how you help your customer
understand that your product is designed to benefit them.
Customers are an essential part to your business therefore when you gain customers it is
important to maintain their trust and deliver what it is your brand promises. Change in the
organisational culture and the evolution of your brand begins with the CEO of the company
and then including more people in the organisation to transform the business.
Sometimes people overlook the simple things such as the way you answer the phone when
a customer calls. This is actually every important when it comes to the promise of the brand
because if you are giving customers the promise that your employees are friendly and
understanding the customers are expecting this. If a customer has a negative experience
with an employee they will start to lose their trust in your business which could result in
your organisation losing a customer.
Source: Allen International

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