Author: Bonnie Harris

I was in a meeting last week with a new client - we were discussing how the administrative staff might deal with incoming calls. The CEO remarked "let's take that offline, it has nothing to do with marketing." This person really doesn't like me, so at first I thought he had read my latest brand rant but then I realized he was 100% serious. So what's up with this disconnect between marketing and customer service? I've got some ideas about it. Love to hear yours!

I'm really tired of people thinking that their logo is their brand. No...that's your brand image. Your brand is also not your tagline or your style or anything else that has to do with how you look. The best definition of a brand these days is that it's your customer's perception of your product, service, company or person.