Quotes that got me thinking

“A brand is the sum of the good, the bad, the ugly, and the off-strategy. It is defined by your best product as well as your worst product. It is defined by award-winning advertising as well as god-awful ads that somehow slipped through the cracks, got approved, and not surprisingly, sank into oblivion. It is defined by the accomplishments of your best employee – the shinning star in the company who can do no wrong – as well as by the mishaps of the worst hire you ever made. It is also defined by your receptionist and the music your customers are subjected to when placed on hold. For every grand and finely worded public statement by the CEO, the brand is also defined by derisory consumer comments overheard in the hallway of a chat room on the internet. Brands are sponges for content, for images, for fleeting feelings. They become psychological concepts held in the minds of the public, where they may stay forever.”

Source: “Good to Great – Why Some Companies Make the Leap and Others Don’t” by Jim Collins

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