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 a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey.

Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum.

My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers.

I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

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