In terms of branding, companies need to learn to run at the same pace internally as well as externally. Building a truly world-class brand requires that the company makes sure that all of its internal processes, practices and symbols, fit its brand values. If the company’s brand is playing the role it should in creating value for the company, it should be viewed as a simple cohesive framework for organising all of the internal practices and processes and making sure they work towards creating the desired customer experience.
Succesfull companies do not see one single department as custodian of the customer relationship and do not rely only on market reasearch data to get to know their customers. They seek a better understanding of customer’s values, and the ways to customer relates with their brand. Then, they seek to spread this understanding at an intuitive level throughout their organisation. They build a shared understanding of the desired brand experiece and how it delivers value to the customers, emphasise trust among employees and what people must do not what people must not do.