“Brand harmony is the idea that what makes a customer fall in love with a product or a service isn’t how many times the customer sees ads for that product or how clever or powerful those advertising messages are, but how well all experiences the customer has with that product blend to tell a compelling, motivating story.”
Hij wordt geinterviewd door Tom Peters in zijn rubriek Cool Friends. Hij zegt belangrijke dingen, zoals onder andere:
“The great marketers of the future will be those who can help their companies discover their true brand essence, craft that brand essence into a compelling brand story, and lead the company’s team in the telling of that story through all experiences the company creates for its customers.”
Zeer de moeite waard.