4 ways to walk the brand talk: aligning promises and experiences

In our recent CX Leader podcast episode, Don’t let your brand make false promises, Steve Walker and I revisit the importance of aligning brand promises with actual customer experiences. We talk about what stuck with us from the webcast, make Peter Dixon‘s ears burn, and call out more evidence of how the momentum to align

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Your customer experience *is* your brand

Companies who aren’t moving their brand activity and their customer experience activity closer together are setting a course for failure. As catastrophic as this sounds, the convergence of brand and customer experience is taking up more space in business publications like Harvard Business Review, Fast Company and Inc. It’s here, it matters and it’s not

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