It reminds me of the way too many brands behave.
You know the drill...
...you see see a nice glossy TV ad with a message promising that brand blah cares about their customers... then experience first-hand the misery of trying to speak with an overseas outsourced call centre.
...you are dealing with a brand organisation that states on their website, internal posters, etc, that customer service excellence is one of their corporate values - but their front desk staff behave like they don’t give a damn.
This is business suicide because when a brand says one thing and does another, consumers get hacked-off.
For me it is simple.
Brand organisations must consider the brand experiences they deliver at every consumer touchpoint (maybe using the path to advocacy framework), and break-down silos to ensure they promise, deliver and delight consumers - because that's how to drive loyalty and maybe even advocacy (two success drivers)
“Actions speak louder than words” should be the mantra of every brand organisations.