Brand Integrity is the alignment between the customer’s expectations and how they actually experience you. Hawaii organizations that fulfill or exceed the expectations they set establish a benchmark of trust with their customers, and are more likely to become preferred.
Proof Points: Experience that meets or exceeds expectations
Counter Points: Experience that contradicts expectations
Signature Points: Experience that is completely unique from the competition
Visual: What they see (logo, environment, website, brochures, business cards, etc.)
Verbal: What you say (name, tagline, messaging, content on the website or in brochures)
Behavioral: How you act (staff & personnel, your services & how they are delivered, your reputation)