From What Great Brands Do: With great brands, company culture and customer experience are inextricably linked. other quotes: your brand can ’t just be a promise; it must be a promise delivered a brand is what you do when you can’t see any daylight between… […]
The other day I was meeting with the executive team of a growing retail chain, a prospective client. The conversation turned to the brand tagline and as the Chief Executive Officer began to explain how the tagline came to be, it became clear that no on around the table had ever heard the explanation before. […]
Great brands don’t have to be big brands. In fact, one of my favorite examples of a great brand is a small, privately-held design and innovation consultancy (Bulldog Drummond.) Another is a 12-unit, $40 million fast casual restaurant chain (Tender Greens). Another is a small non-profit (Keep A Breast Foundation.) Each of these brands stands […]
– the book: Absolute Value: What Really Influences Customers in the Age of (Nearly) Perfect Information – a provocative read about the new context of marketing today […]
This Brand Experience Brief builds on my recent post, “RH Is a Great Brand In the Making,” in which I described the full-scale transformation that Restoration Hardware is undergoing. Their luxury brand marketing strategy is establishing them not simply as an upscale furniture brand, but a luxury lifestyle brand, which I saw for myself when I visited […]
A thorough write-up about RH (formerly known as Restoration Hardware) in a recent Businessweek caught my eye. As Susan Berfield documented in the piece, the approach that CEO Gary Friedman is taking with the brand. I couldn’t help but draw parallels to several principles in my new book, What Great Brands Do: The Seven Brand-Building […]
Dangit! I can’t make it to SXSW this year and I’m mad as hell. Well, maybe not that mad – but looking at the schedule of sessions and knowing all the cool people who will be there, I’m pretty disappointed about having to miss it. If you’re going and you’re looking for brand-building insights and […]
This post wraps up the series of posters from my new book, What Great Brands Do: The Seven Brand-Building Principles That Separate the Best from the Rest — Great Brands Do “Brand As Business.” This brand-as-business management approach is ultimately what distinguishes great brands from merely good ones. […]
Great brands may think big, but they sweat the small stuff. They know that all the little things they do or fail to do in person shape brand perceptions far more than the big things they claim through mass media. So they design their customer experiences down to last detail, and usually appeal to as many of […]
– the book: The Everything Store: Jeff Bezos and the Age of Amazon, an expose of sorts of the world’s largest online retailer. […]