What is a Brand Promise & does Your Business need One?

Post On April 30, 2020

“Don’t ever promise more you can deliver, but always deliver more than you promise”

This is a famous saying and at our organization, we wholeheartedly follow it as an important cultural trait as this runs in our hierarchy. Delivering more than you promise is one of the secrets to creating a better customer experience.

Sharing a beautiful story that I read, – “When I was eight, I went on a camping trip to one of the hill stations in a huge group. We pitched our tents, did hiking, adventure sports and heartwarming group activities like bonfire etc. In the morning the last day each one of us was assigned a task. Mine was to walk around with my companion to clear any trash. Our group was fairly clean, so there were hardly any droppings here and there. While walking around, I noticed some wrappers and empty bottles which I knew did not belong to us. We still felt it as our responsibility to pick it. Our job was to leave the place better than we found it. We picked our trash, but also picked other people’s trash as a promise to do our job amazingly.

“The lesson of fulfilling our promise and doing more than the basic requirement stuck with me”

Every organization has a Brand Promise. A Brand Promise is a promise between the customer and organization. It is actually a fully integrated interaction process or an experience that a customer goes through at all the touch points. The promise across every line of business across the organization reflects the intent of the organization.

Our intent and promise of doing more than required is our brand Promise to extend amazing customer experience.

That’s what builds trust which comes from consistently meeting expectations and exceeding them delightfully.

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