Promise Drift: The invisible gap between what companies promise and what customers experience.

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Arturo Coto Clover Coto

Promise Drift

Name: Promise Drift
Price: 30.23 AUD
Availability: OutOfStock
ISBN: 9798995256915

The invisible gap between what companies promise and what customers experience.

Arturo Coto, Clover Coto

$33.95 $30.23

Paperback

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English

Promise Alignment Company
14 April 2026

Management & management techniques; Customer services; Organisational theory & behaviour

Companies don't break promises. They drift into them.

Good intentions. Smart teams. Solid plans. Yet customers feel friction, inconsistency, disappointment. Your NPS scores reflect it. Your support tickets confirm it. Your churn tells the story.

The gap isn't culture, talent, or communication. It's Promise Drift - the invisible strategy execution gap between what leadership intends and what customers actually experience.

Promise Drift is the hidden source of over-promising and under-delivering. Not reckless salespeople. Not bad culture. Organizational misalignment - growing silently as your company scales, your AI makes commitments, and your teams improvise under pressure.

Promise Drift gives you the Promise Alignment System (PAS) to close it permanently.

Inside, you'll discover:

Why growth creates promise misalignment - and how to stop it before it compounds How to define a Core Promise that anchors every commitment your company makes The six PAS components that close the brand promise gap across marketing, sales, delivery, and AI How to eliminate the customer expectation gap so every touchpoint delivers what was promised A complete 90-day implementation roadmap through the AxisLine leadership fable

PAS works alongside the frameworks you already use - OKRs, EOS, Agile, Scaling Up - adding the organizational alignment layer that connects strategy to daily execution.

This isn't theory. It's a system built for how companies actually operate today: distributed teams, AI-generated content, offshore delivery, and customers who form expectations in seconds.

If your teams are improvising, your AI is hallucinating, and your customers are surprised - you're experiencing Promise Drift. This book shows you exactly what to do about it.

By: Arturo Coto
Cover design or artwork by: Clover Coto
Imprint: Promise Alignment Company
Dimensions: Height: 229mm, Width: 152mm, Spine: 13mm
Weight: 340g
ISBN: 9798995256915
Pages: 252
Publication Date: 14 April 2026
Audience: General/trade , ELT Advanced
Format: Paperback
Publisher's Status: Active

Arturo Coto is the founder of The Promise Alignment Company and creator of thePromise Alignment System (PAS). With 30 years of experience as a founder, CEO, and operator across market research, technology, payments, and retail, Arturo hashelped scaling companies close the gap between what they promise and what theydeliver. He built the Promise Alignment System from thirty years of watching goodcompanies drift - and learning exactly how to pull them back.