You cannot control your brand

A company can only control its intention, its action and its reaction. If you think about it, this is only about 1/4 of a brand's value when it plays out in daily interactions between the customer and the company. The customer controls the remaining 3/4 of the brand's value based on their perceptions of how the company delivers, whether it be product quality, service and fit with the customers needs, values and expectations.

Dr. David L. HarkinsJanuary 3, 2011

A company, like an individual, can only control its intention, its action, and its reaction.

If you think about it, intention, action, and reaction are only about 1/4 of a brand’s value. The customer controls the remaining 3/4 of the brand’s value based on their perceptions of how the company delivers, whether it be product quality, service and fit the customer’s needs, values and expectations.

Company's influence their brand value through interactions. Customer's control brand value.

If you got up this morning believing your company is in control of its brand, your year is already off to a rocky start.

The good news is it's only January 3. You still have a few days to make changes.

Will you make them?

Keep reading

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