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427 Myths of Branding by Andy Millgan

The Marketing Book Podcast

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Brands Are Owned by the Marketing Department

On page 56, the people in frontline service roles are driving the perceptions of the brand. The interesting thing about brands is that it is the customer who owns them. Brands like to control as much as they possibly can the way people think about the brand. If you don't control if you are not really on every single touch point that is going to affect that customer's impression of you then you are allowing your customer to come up with their own impression of you. So this is why we say ultimately brand is a very much an intellectual concept. And that is why you have to work really really hard to make sure that what you're saying and advertising is going to be delivered consistently through all the

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