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The Brand Gap: Aligning Promise with Experience
Marty Neumeier's 'The Brand Gap' reveals the critical disconnect between a brand's strategic promise and its delivered customer experience. This episode explores why this gap exists, its impact on trust, and how businesses can achieve authentic alignment through strategic design and distinctiveness.
“Marty Neumeier's 'The Brand Gap' reveals the critical disconnect between a brand's strategic promise and its delivered customer experience. This episode explores why this gap exists, its impact on trust, and how businesses can achieve authentic alignment through strategic design and distinctiveness.”
— Marty Neumeier, The Brand Gap: Aligning Promise with Experience
branding, design, identity
This offers a crucial mental model for leaders, founders, and designers who recognize that a great brand is not built with slogans but by systematically closing the gap between strategic intent and the lived customer experience.
Marty Neumeier draws on decades of experience at the intersection of design and business to distill the complex work of brand-building into a clear, actionable, and profoundly influential framework.