“It’s important for entrepreneurs to understand that their “Brand” is the collective emotional response to their product or service.” – Mike Troiano

The days when companies can control their message and protect their brand are just about gone with the dawn of the social media age.  Consider the airline industry.  About the only company that advertises is the one that hasn’t alienated their customers…Southwest Airlines.

The only way to “protect” your brand is to delight your customers.

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