The world has changed for everyone, everywhere. Because of COVID-19 all of us are adapting to a new set of rules for how we connect with each other—we keep our distance, wear masks, hold meetings and social gatherings via Zoom and other platforms....

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...

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. A lot is being written...

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. Typically,...

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.

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...

Is it a brand experience or a 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.