is undermining the brand you represent? //
A high-end grocery store in an expensive New York neighborhood focuses all its energy on Italian foods. They spend a great deal of money and time to provide an authentic Italian shopping experience. Then a lazy brand director decided to plaster the “Sale A-Bration” sign all over their window. Is it possible to be less Italian than this?
Perhaps the front desk staff is not as motivated as the architects, builders and real estate professionals who worked on the hotel.
The paralyzed UI team in the software department that undermined the design work of the new cars.
Or the security staff at your bank that undermines the work you do to provide excellent customer service by creating barriers that are impossible for customers to overcome.
People do what their boss allows/encourages in every case. The brand is ultimately the story that we tell. And sooner or later it will be up to the person whose actions touched the customer.
