A brand promise is a value or experience that a company’s customers can expect every single time they interact with that company. The more the company can ensure that promise, the stronger the brand value. Understanding the customer’s perspective of the brand promise, including user needs and pain points, is extremely important for long term product success, as well as gaining and keeping customer trust.

TreviPay conducts Brand Promise Interviews with customers, especially newer customers, to learn how we are upholding our brand promise. We work to understand the user’s goals, needs and pains so that we may make adjustments to our product and improve the overall customer experience. For this presentation, I will walk through the framework we have developed to understand the customer deeply and improve the overall experience.