Brand health playbook and metrics

Benchmarking and measuring customer interactions against defined customer experience standards is imperative to ensure the brand health playbook is effective and results-oriented. Thus, organisations must establish clear metrics to measure success.

Today’s consumer has infinite choices and extremely high expectations from brands. The consumer is also making value-based choices from sustainability, price sensitivity, ease of purchase, virtual interfaces, and personal health. Whilst many organisations are still adjusting to the more basic challenges of a digital world, such as managing negative buzz on social media or providing a consistent omnichannel brand experience the consumer is already in the virtual world ready to experiment with augmented and metaverse. As such, if brands want to be category leaders and have a strong brand health, they must be agile, completely aligned at the C-suite level and building a culture that embraces and drives change constantly.
Whilst many organisations are still adjusting to the more basic challenges of a digital world, the consumer is already in the virtual world, ready to experiment with augmented and metaverse.

Ensuring your organization has a playbook for brand service standardization is vital in today’s fast-changing world.


Some guidelines for this are:

  • Customer sati