In the rapidly evolving world of B2B commerce, TreviPay is dedicated to helping businesses grow. Central to this mission is the brand promise interview, a crucial step in understanding our clients and adapting our services to meet their shifting needs. Integrating this process into our customer care strategy and fostering cross-team collaboration ensures a comprehensive understanding of the buyer’s journey. This approach allows us to develop solutions that benefit both our clients and their customers.
What Is a Brand Promise Interview?
The brand promise interview is a qualitative research method that explores how well a company delivers on its unique value or experience to their consumers. TreviPay conducts these interviews during the first year of working together to uncover any gaps between customer expectations and the clients’ actual experiences. By directly asking our clients how TreviPay’s services align with their company’s promise, we can gather deeper insights that an online survey might overlook.
Leading with Ingenuity, Empathy and Tenacity
John Kille, Ph.D., Head of TreviPay UX
Leading this initiative for TreviPay is John Kille, Head of UX. He embodies TreviPay’s dedication to understanding client and customer needs. With over 16 years of experience in UX Research and Design and a Ph.D. in Social Cultural Studies, John brings a wealth of knowledge to his role. His journey from journalism and academia to Head of UX where he leads our brand promise interviews, speaks to his connection TreviPay’s own brand values of ingenuity, empathy and tenacity. When asked what makes him great at his job, he quickly states, “I’m naturally empathetic and I listen. The way to make something better is to ask people questions.”
John’s inclusive approach encourages team collaboration and values input from all levels of the organization. This collaborative culture fosters an environment where creativity flourishes and leads to innovative solutions that benefit all of TreviPay’s clients and their customers.
Brand Promise Interviews in Action: Supermicro
A recent brand promise interview with Supermicro, a global leader in high-performance computing solutions, highlights how TreviPay leverages these conversations to enhance our services. Supermicro has experienced significant volume growth in recent years, and the interview identified potential TreviPay solutions that will continue to support Supermicro’s global expansion into the EU and Canada. In the end, Supermicro commended the proactive approach to enhancing operational efficiency and the customer onboarding experience. This strategic partnership exemplifies TreviPay’s commitment to fostering client growth and its ability adapt and respond to the needs of dynamic global markets.
The Impact of Brand Promise Interviews
TreviPay’s structured approach to Brand Promise Interviews is designed for maximum impact. The process involves:
- Creating a study guide collaboratively.
- Conducting interviews with customers.
- Analyzing the results collectively.
- Presenting findings to internal teams.
- Taking action to close any identified gaps.
TreviPay applies this framework to learn what’s working and isolate and solve any gaps that are preventing businesses from growing. The iterative process of learning and adapting keeps us consistently aligned with brand promises and allows us to offer the most up-to-date, relevant and innovative solutions to our clients.
Why Our Clients Trust Us with Their Most Valuable Customers
TreviPay’s process of including brand promise interviews as part of ongoing client service exemplifies how we as a company listen to, learn from and act on feedback. We remain agile and responsive to ensure we constantly enhance services to align with our client’s evolving needs. This approach empowers businesses to grow and feel confident that their most valuable customer relationships are in expert hands.
