Episode

6

Solo

Improve Your Customer Experience with a Solid Brand Promise

July 18, 2022

10 min 4 sec

a pixel art loaf of sourdough

Five episodes in, Martin Sully has covered brand foundations, values, target markets, customer personas, and differentiation. This episode is where it all lands – because none of it means anything if you can't actually deliver on what you've promised.

Actions speak louder than words. The Blockbuster story isn't just about a video rental chain that missed the streaming wave. It's about what happens when a brand stops delivering on the experience customers expect. Your brand promise isn't a tagline. It's a daily operational commitment, lived from the inside out.

Martin walks through four practical things any business – from solo operator to growing team – can do to build the culture that makes a brand promise stick.

Common branding misconceptions

What's Covered in This Episode

  • Why successful businesses deliver exceptional service across the entire customer journey, not just the sale
  • Blockbuster vs Netflix as a masterclass in what happens when brand promise and customer experience fall out of alignment
  • Building brand culture like a sourdough starter – patience, feeding, the right atmosphere, not overnight
  • One: unify your team through your mission – your how, your what, and your why
  • Two: hire people with your brand promise in mind – finding candidates who already embody your values
  • Three: include your team in brand strategy decisions as the business evolves
  • Four: take feedback – from peers, customers, and leadership – openly and humbly
  • Why the four steps still apply even if you are a solo operator with no team yet

Our Podcast evolved

This episode was originally recorded for an earlier version of the podcast. The audio intro references a previous name – the content is all still the good stuff.

Want to dig into what your brand promise actually is?

The brand promise blog covers how to write one that's actionable and measurable. And if you want to work through your full brand foundation, Mini Martin is the place to start.

Meet Mini Martin