“ What’s a brand? I think it is the product of two things: [Prediction of what to expect] times [emotional power of that expectation]. If I encounter a brand and I don’t know what it means or does, it has zero power. If I have an expectation of what an organization will do for me, but I don’t care about that, no power
soxiam
"Boards don't hit back"
April 24, 2007
