With your company how wide is the chasm between what you say and what you do when it comes to your customers?
If the two (talk and walk) are not hand-in-hand then your story is being interrupted - companies must "talk the talk" and "walk the talk.: And just like a commercial can break the flow of the television program so too can a break in the "walk" interrupt the flow of the "talk."
Take time to look for those break points. Start first with what your customers are telling you.