CX Tip #40: Measure Yourself Against Your Brand Promises

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CX Tip #40: Measure Yourself Against Your Brand Promises
(Compelling Brand Values)

Intersil, a semiconductor manufacturer, regularly surveys customers to measure its performance in meeting the company’s brand promise to be “Simply Smarter.” The organization has a formal process for reviewing the results and taking action if it finds that the company is not living up to its brand promise. In one survey, Intersil foiund that cusotmers were having a hard time finding information on its website. The company identified this as a breaking of the promise to be “Simply Smarter” so it invested in updating the usability of its online experience. Click for more info

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I am an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (CXPA.org), and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile: www.linkedin.com/in/brucetemkin

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