S01 E45 Crafting a Brand Promise Customers Believe — and Brag About

In this episode of Brand Chops, host Zack Lemear unpacks the real power of a brand promise — and why breaking it even once can cost you a third of your loyal customers. Using examples from Apple and Domino’s, Zack explains how to craft a promise that’s bold, believable, and actually kept. You’ll learn a step-by-step framework to stress test your promise, bake it into every customer touch point, and avoid the costly trap of over-promising. Whether you’re running a small shop or scaling to millions, this episode shows why your brand promise is the make-or-break foundation of customer trust, loyalty, and long-term growth.

Takeaways

• Branding is mostly just about the promises that you keep.
• The gap between promise and experience leads to lost trust.
• 32% of customers will walk away after one bad experience.
• A brand promise is not just a tagline; it's a core commitment.
• Keep it simple, start small, but never break that promise.
• Audit your last five customer interactions to ensure promise delivery.
• Refine your promise into one clear, specific statement.
• Your brand promise is only as strong as your ability to keep it.
• Focus on being the best at one thing, not everything.
• Social proof is crucial for building brand trust.

Chapters

• 00:00 Understanding Brand Promises
• 04:54 The Importance of Keeping Promises
• 09:33 Crafting a Reliable Brand Promise
• 14:31 Maintaining and Evolving Your Promise

Contact Us

Brand Chops is brought to you by the fine people at Pivot Creative. Pivot Creative is a full service branding and marketing agency that partners with businesses to build brands that connect so that every dollar you spend is an investment and not an expense. If you need some branding or marketing guidance, a website, a new brand or want to learn more about one of the topics we cover on the show please reach out to us at pivotcreative.com. If you know someone that would benefit from learning more from one of our shows please share the episode, visit brand-chops.com and as always, like and subscribe if you find this content to be helpful. See you next time on Brand Chops, where we chop up brands to see what they're made of!