Authenticity in Brand Experience Design

Authenticity in Brand Experience Design

In today’s hyper-connected world, news travels around the globe in nanoseconds. Privacy is an illusion. Word-of-mouth no longer requires in-person encounters or that you even know the person. And we as people, and brands, can no longer hide from who we truly are. 

The Impact of Robots and AI on Brand Management

The Impact of Robots and AI on Brand Management

The robots aren’t coming. They’re here. And, when it comes to artificial intelligence (AI) and brand management, this is a huge opportunity for brands and the companies that own them to deepen their connections with end users. 

Using brands to break down organizational silos

Using brands to break down organizational silos

Over the years we’ve had the honor of working with a number of multinational organizations to revitalize their corporate brands. Many are made up of diverse, individual business units with separate P&Ls, which can often create silos.

You DO own your brand. But, it’s all about the customer.

You DO own your brand. But, it’s all about the customer.

A lot has been written about this topic, much of which states that your customer owns your brand, not you. While we understand what’s prompting this, we respectfully choose to disagree. We have a different perspective.

The dishwasher is running. I think.

The dishwasher is running. I think.

Dishwashers used to be noisy. Very noisy. I remember the one that came with our first home. It was turned on only at night because it took too much effort to hold any type of conversation in the kitchen and adjacent areas while the woodgrain and chrome beast gurgled and whirred endlessly.

Building your brand from the inside out

Building your brand from the inside out

For years our team has talked about how important it is for our clients to train their people so everyone within the organization is on-brand and aligned in thinking, voice and actions. With the massive exit of expertise occurring as baby boomers retire, this is even more critical.

The difference between brand experience and customer experience

The difference between brand experience and customer experience

Depending on who you talk with and the various perspectives that are shared, there appears to be confusion about the relationship and/or difference between brand experience and customer experience.

Amazing things

Amazing things

When I was a young boy somewhere in middle school, I loved watching a TV show called Get Smart. It was a comedy based on the daily challenges and missteps of a ‘secret agent’ named Max. The appeal of his character was his obliviousness to what was happening around him while he was equipped with very cool, futuristic technology.