It’s Not the Lead; It’s the Customer Experience that Matters
Brand is the social contract of business, the implicit agreement between the parties in a transaction about the nature of their long-term relationship. One is tempted to quote Hobbs to the effect that economic life devoid of brands tends to be “solitary, poor, nasty brutish and short,” a description eerily evocative of today’s commercial environment. As with political theory, when discussing brand it is easy to slip into morality tales. The recent collapse of the Tiger Woods and Toyota brands calls up images from Greek tragedy with choruses of talking heads lamenting their fall from greatness.
