// Glossary · Employer Branding
Internal Branding
Internal branding is the work that helps employees understand the promise a brand makes to its customers and act in line with it in their own roles.
If a brand promises customers convenience, that promise means something different in the store, in the call centre and in technical support. Internal branding helps teams connect the shared brand promise to their everyday decisions.
Take a real customer request in a workshop. Ask employees to describe where the customer struggles and what they could change within their own authority. Carry the resulting examples of behaviour into onboarding training or the team guide. Also agree with the process owner on the authority employees need to deliver on the promise.
// Employer Branding