Apple |
Spotify
Many leaders believe their brand promise is being delivered… until a customer experience reveals a different reality. In this candid conversation, Dee Clayton and branding expert Justine Perry explore how gaps appear between intention and delivery, why they go unnoticed, and what leaders can do to ensure customers truly experience the brand they promise.
By the end of this episode, you’ll know how to spot whether your brand promise and customer experience truly align – and what to do if they don’t.
The difference between what leaders think customers experience vs reality.
How behaviour, not branding, shows the true brand promise.
Why service gaps happen and go unnoticed.
How to identify and close the “promise–delivery” gap.
The risk of assumptions at “head office” level.