That is, does the actual experience clients have with you match up to the promise you gave them?
This disconnect is a symptom that you are out of alignment in terms of your brand, which starts with your Purpose.
The Purpose of your organization should define your Mission, Vision, Promise, and Values. This drives your Brand Essence, your Voice and Visuals, and ultimately the Story you tell. Lighthouse can help you define and align all of these foundational components to your brand architecture.